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SaaS Technical Lead
2 weeks ago
Job Opportunity
Customer Support Specialist RoleThis role requires an individual who can effectively manage customer interactions, ensuring high levels of user satisfaction.
- The ideal candidate will have experience in technical customer support with SaaS applications, excellent communication skills, and a customer-focused attitude.
- Primary responsibilities include providing direct customer support service to clients in the APAC region, managing customer support interactions, and supporting SaaS web applications.
Key performance indicators for this role include:
- Ensuring support requests are managed and resolved within agreed service level agreements (SLAs).
- Ownership of critical or major incidents, with regular updates to stakeholders to ensure they remain informed.
- Retention of customer escalations through to resolution, ensuring a high level of user satisfaction.
Collaboration is key in this role. The successful candidate will work closely with other teams, external suppliers, and the client-side technical team to ensure seamless delivery of services.
Responsibilities also include:
- Proactive analysis of customer issues to provide feedback to both customer and Fenergo technical teams.
- Creation and updating of a knowledge base to enhance customer support capabilities.
- Effective management of day-to-day priorities of the local Customer Support team.
This is an exciting opportunity for someone looking to make a real impact in the field of customer support.
Due to the global nature of the business, there may be requirements for travel and flexible working arrangements.
