What are the responsibilities and job description for the Team Lead Customer Success position at Ideagen?
About Us
Location - Hyderabad, India
Department - Customer Success
Level - Team Leader/ Professional
Working Pattern - Work from office.
Benefits - Benefits at Ideagen
DEI - DEI strategy
Salary - this will be discussed at the next stage of the process, if you do have any questions please feel free to reach out!
The Team Leader Customer Success Tier 2 manages and supports the Tier 2 Customer Success Engineer team by providing intermediate technical support and handling escalated customer cases. This role is key in refining troubleshooting strategies, solving more complex technical issues, and contributing to product improvement through the analysis of escalated problems and customer feedback. The aim is to elevate the team's capability to resolve technical challenges efficiently, ensuring superior customer satisfaction by addressing and resolving escalated technical inquiries with expertise and precision.
Responsibilities
- Manages a team of Tier 2 support engineers who handle more complex customer issues.
- Provides technical expertise and guidance to Tier 2 engineers.
- Develops and maintains knowledge bases, troubleshooting resources, supports product operations, and ensures smooth product operations.
- Collaborates with other teams (development, IT) to resolve escalated problems.
- Analyzes trends and identifies opportunities for root cause resolution.
- Monitors and reports on Tier 2 performance metrics and customer satisfaction.
Skills and Experience
- Advanced technical knowledge and problem-solving skills.
- Experience with customer support workflows and escalation procedures.
- Excellent communication and collaboration skills, including technical communication.
- Ability to train, mentor, and manage Tier 2 engineers.
- Data analysis and reporting skills Strong analytical and investigative skills.
About Ideagen
Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.
What is next?
If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.
To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence.
At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible or part-time working arrangements. If this is something you are interested in, please let us know during the application process.
Enhance your career and make the world a safer place!
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