SaaS Support Shift Lead

Job Description

* Remote work from home* SaaS Support Shift Lead* ZendeskSaas Support Shift Lead Circa £35k DOEOffices are based in Ashford, Kent but this can be a fully remote roleWe are looking for a great communicator who enjoys delivery and fast-paced change, but above all enthusiasm for technology and an appetite to take on our biggest challenges. You will be working in a professional environment and If you are looking to pursuea technical career within a rapidly growing company this would be the perfect opportunity for you.You will be required to ensure all customer tickets are successfully and accurately identified, categorised, prioritised, diagnosed and managed, whilst delivering excellent and clear communication of Service updates, to meet and exceed KPIs measures, to logand categorise incidents or requests on the call logging system with an appropriate level of detail, to ensure that a suitable level of first-time fix is achieved as per agreed KPIs, and prioritising ticket importance and workload based on customer and businessrequirements.You will be responsible for ensuring delivery of SaaS products to high-profile global client base. Directly involved in supporting customers and maintaining processes designed to produce high-standard deliveries by leading a shift in a 24/7 environment.As part of your role, you will play a key factor in customer contact, providing expert support and feedback with regard to live systems, and support channels across the business including escalation. You will set a high standard with regard to support and customerrequirements, ensuring the set standard is always adhered to by leading by example. You will directly support and lead the team including ensuring all process and procedures are followed and help track the shift teams current and future work, whilst participatingwith system escalation needsMain Duties* Lead the shift and provide technical mentoring and support to enable a high-performing team* Lead a service handling multiple access channels including digital and telephone.* Respond to inquiries and support requests from our customer support ticketing system and ensure that all internal and external SLAs are met* Work with the escalation teams to facilitate timely support to customers.* Promptly escalate inquiries or issues that cannot be resolved by the shift team.* Help customers to resolve incidents and immediately complete requests where possible* Be available to work flexible shifts should the need arise* Liaise with the customer support team in India and UK to help identify customer issues and improve the overall client experience.Skills & Requirements * Experience as a Support lead and taking ownership of customers requirements* Experience with support ticketing systems, Zendesk etc* Taking lead of customer support requirements and solving in a timely manner* Experience with various support systems and technologies.* Working experience with monitoring systems alerts and escalating of issues.* Experience of direct communication with clients at a technical level.* Good appreciation of teamwork across multiple time zones and the ability to make decisions based on current support tickets.* Strong lead qualities, with the ability to get the very best support and customer service at all times.* A proactive customer support approach to ensure 24/7 system uptime.