We want to shift from a service provider to a SaaS hence, they are building a Support Team from scratch. So, your role as a Support Lead is to be able to understand the client’s product and the features of the product which are Artificial Intelligence and Machine Learning 

What You Will Do 

• Provide outstanding ticket-based technical support to our customers in a fast-paced environment 
• Provide extraordinary enterprise level support to our growing client base with your unsurpassed customer service and problem-solving capabilities
• Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand
• Communicate with the management team and developers to improve product functionality and resolve issues 
• Decrease incoming volume by striving toward first contact resolution and proactively on boarding and advising customers on data annotation best practices
• Assist customers with common billing, invoice, and account issues
• Utilize self-paced training to stay ahead of product advancements and data annotation best practices; utilize your knowledge to solve problems efficiently
• Display high levels of professionalism and recurring interactions with departments inside and outside of the Client Success organization.   

Who Are You

• A work ethic that demonstrates dedication to the company, its mission, and the team; a desire to work in a culture of excellence
• Experience in a customer-facing, service-oriented role is required; experience in a phone, email, or chat-based technical support or customer service contact centre required utilizing Zendesk or similar technologies 
• Exceptional ability to utilize self-service resources (internal guides, Google-fu, external service portals, etc) to find solutions that are required 
• Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation
• Team player interested in growing and competing alongside the best Client Success agents in our field; willingness to help and seek help from peers
• Exceptional written and verbal communication skills; an ability to communicate effectively with and deescalate frustrated or upset customers without taking it personally
• You will need to be communicative and escalates the customers issues
• You will need to try to seek for resolutions