Product Support Team Lead

3 weeks ago

Chicago, United States Wisetech Global Ltd. Full time

About WiseTech Global:

WiseTech Global is changing the world of logistics through technology. We build products using the latest software tools and the best hardware platforms and take pride in delivering solutions that make a significant difference for our customers, partners, staff, shareholders, and the logistics industry at large.

Role Overview:

The Global Product Support (GPS) team offers an opportunity for a dynamic Product Support Team Lead to join our Americas region team.

Product Support Specialists are responsible for triaging, troubleshooting, and facilitating the resolution of a wide variety of customer-raised product support incidents for the CargoWise application.

The Team Lead will be responsible for effectively leading the Americas support team, fostering and nurturing a culture of collaboration, execution, and continuous improvement initiatives. This role will drive key Product Support objectives and outcomes to align with our processes, and policies; translating to exceptional team performance, customer support, and incident resolution by the GPS team.

Opportunities exist to contribute and influence strategic and continuous improvement projects improving the team's overall objectives and the customer's support experience.

Primary responsibilities are, but not limited to:

* Ensure general incident management processes are adhered to; monitoring incoming support incidents, assigning tasks to team members and prioritizing based on urgency and impact on customers.
* Manage major incidents and post incident review process for the Americas time zone.
* Collaborate cross functionally with other departments, such as product development and hosting, to facilitate the resolution of product-related issues.
* Handle customer escalation management by expediting incident resolution and de-escalating customer issues and interactions.
* Lead and manage the Americas Product Support Team through all day-to-day operations, ensuring that the team's key objectives are met efficiently.
* Provide guidance and support to team members as they troubleshoot and resolve customer issues, escalating to higher levels of Product & Development/Hosting as needed.
* Drive and maintain high performance within the support team.  This includes performance expectations, providing ongoing coaching and development, monitoring team metrics, and implementing strategies to improve efficiency and effectiveness.
* Analyze support metrics and trends to identify areas for improvement and implement strategies to enhance team efficiency and customer satisfaction.
* Develop and maintain support documentation, including knowledge base articles and troubleshooting guides, to enable team members to resolve common issues independently.

Experience & Skills:

* Experience troubleshooting Level 2/3 product incidents in a software or technical environment.
* CargoWise, logistics, and/or software industry experience preferred
* Experience managing technical support teams
* Ability to work well independently as well as in an international, global organization
* Strong verbal and written communication skills
* Strong analytical and problem-solving skills. Experience interpreting data and translating insight into actionable strategies
* Ability to excel and adapt in a fast-paced environment
* ITIL Certification or CargoWise One experience a plus

Benefits & Perks:

We invest in our people from day one. We offer a competitive base salary, 401k, paid time off, medical benefits, development opportunities in the form of education assistance, mentorship, LinkedIn Learning, and more

Before You Apply:

From time to time, WiseTech Global may use an external service provider to assess applications on our behalf. Accordingly, by applying for this role and providing your personal information to WiseTech Global, you consent to WiseTech Global providing this information to our external service providers who are required to treat such information with strict confidentiality in line with privacy and data protection laws and regulations.

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