Technical Support Team Leader for SaaS | Philippines

2 weeks ago

Cambridge, United States Peak Support LLC Full time
Job DescriptionJob DescriptionDescription:

Who we are:


Peak Support is a rapidly growing services provider offering a wide range of services such as customer support, sales operations and business process outsourcing to high-growth companies. Our headquarters is in Cambridge, Massachusetts with delivery centers across the Philippines, Colombia, Europe and India.


Our mission is to empower our team to innovate and deliver beyond expectations, and we're currently looking for a Technical Support Team Lead for one of our projects to champion this mission and grow with us


Our client is building a groundbreaking software solution, purpose-built to support today’s commercial contractors. From helping customers to manage their service all the way to project management, we’re breaking the mold and building a team that invests in our mission statement. We love driven, self-motivated folks experienced in tech start-ups and thrive in fast-paced environments.


Could you be our next hire?


Responsibilities:

  • Lead and supervise the customer support team, ensuring prompt and high-quality handling of all incoming calls and tickets.
  • Cultivate outstanding customer service internally and externally, documenting findings, next steps, and lessons learned for effective knowledge sharing.
  • Enforce adherence to SLAs by actively tracking assigned tickets, providing daily updates to customers, and maintaining proactive internal follow-up.
  • Organize screen-sharing sessions with customers for issue resolution, application navigation assistance, and reproducing reported issues.
  • Exceed performance metrics for the position and team.
  • Collaborate with cross-functional teams, including Engineering, Product,
  • Customer Success, and Implementation, to conduct research and resolve customer issues.
  • Escalate technical issues and collaborate on effective resolutions.
  • Swiftly recognize trends and product defects, escalating them to management for resolution.
  • Engage in on-call responsibilities during weekends and holidays as required.
  • Perform additional responsibilities as directed by the support management team.
Requirements:


  • 3-4 years of leadership experience in customer service or helpdesk roles.
  • Minimum 2 years of experience in the SAAS industry, with a background in troubleshooting software problems and providing customer support.
  • Previous knowledge and experience in escalation processes and working with ticketing systems.
  • Excellent communication skills (written and verbal) and the ability to follow instructions.
  • Strong organizational and analytical problem-solving abilities.

What we offer

  • Full time, permanent employment opportunity
  • 100% Remote work set-up
  • Competitive compensation & benefits package
  • Chance to be part of an awesome team


Technical requirements:

  • Internet speed upload & download: at least 10mbps
  • Device requirements (laptop or desktop)
  • CPU? : Intel Core i Series (i3-7000, i5-4000, i7-5000, i9) or better, Pentium G5400/N6400 or better, Xeon E Class or better / AMD Ryzen 3 2200G or better, Athlon 3000, Silver, Gold or better or Apple M1, Intel Core i Series (i3-7000, i5-4000, i7-5000, i9) or better, Pentium G5400/N6400 or better, Xeon E Class or better / AMD Ryzen 3 2200G or better, Athlon 3000, Silver, Gold or better.
  • 8GB RAM
  • Windows 10 (64-bit) or better; or MacOS 12 (Monterey) or better
  • Genuine Windows version
  • With active virus protection

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