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Senior Product Support Specialist

2 months ago

Austin, Texas, United States LMG Technology Services LLC Full time

Position Overview:

We are seeking a dedicated and experienced Senior Product Support Specialist to join our team at LMG Technology Services LLC. This role is essential in ensuring our clients receive top-notch support and guidance in utilizing our products effectively.

Key Responsibilities:

  • Lead and manage a help desk/service desk team, ensuring efficient resolution of customer inquiries and issues.
  • Develop and maintain comprehensive process and training documentation to enhance team performance.
  • Research and resolve escalated issues, focusing on complex and critical customer challenges.
  • Gather and analyze performance metrics to identify areas for improvement.
  • Facilitate knowledge transfer among team members as staff transitions occur.

Candidate Skills and Qualifications:

Minimum Requirements:

  • 8 years of experience in a leadership role within a help desk/service desk environment (Required)
  • 8 years of experience in developing process and training documentation (Required)
  • 8 years of experience in researching and resolving escalated problems, including complex customer issues (Required)
  • 2 years of experience in gathering and analyzing performance metrics (Preferred)
  • 2 years of experience in guiding knowledge transfer as staff roll on and off the service desk (Preferred)

We look forward to welcoming a skilled professional who is passionate about delivering exceptional support and driving continuous improvement in our service delivery.