5 Lead Customer Support Engineer Remote jobs in whatjobs
Lead Customer Support Engineer (Remote)
Posted 19 days ago
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Job Description
Our client is seeking a highly skilled and customer-focused Lead Customer Support Engineer to join their fully remote technical support team. This position is crucial for providing exceptional technical assistance and guidance to our users, ensuring their success with our products and services. As a remote professional, you will be instrumental in troubleshooting complex issues, managing support escalations, and contributing to the development of our support knowledge base. Your role will involve diagnosing and resolving technical problems, providing clear and concise solutions, and maintaining high levels of customer satisfaction. The ideal candidate will possess a strong understanding of our product suite, exceptional troubleshooting skills, and a proven ability to communicate technical information effectively to both technical and non-technical audiences. Experience in managing a support team and handling complex customer inquiries is highly desirable. Proficiency in helpdesk software and ticketing systems is essential. You will be responsible for mentoring junior support staff, contributing to training initiatives, and identifying trends in customer issues to provide feedback to the product development team. Excellent communication, problem-solving, and interpersonal skills are vital for collaborating effectively with customers and internal teams through various remote channels. If you are a dedicated support professional with a passion for helping customers and are looking for a challenging and rewarding remote opportunity, we encourage you to apply. This is an excellent chance to contribute your technical expertise and leadership skills to our customer success initiatives while enjoying the flexibility of remote work.
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Lead Customer Support Engineer - Remote
Posted 13 days ago
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Job Description
Our client, a fast-paced technology company, is looking for a proactive and empathetic Lead Customer Support Engineer to join their entirely remote support team. This is a critical role focused on providing exceptional technical assistance and resolving complex customer issues. You will be responsible for managing a team of support engineers, ensuring timely and effective resolution of customer inquiries, and identifying areas for process improvement. The ideal candidate will possess a strong technical aptitude, excellent problem-solving skills, and a deep understanding of customer service best practices. Key responsibilities include leading and mentoring the customer support team, handling escalated technical issues, developing and maintaining support documentation (FAQs, troubleshooting guides), and analyzing support ticket trends to identify recurring problems and suggest product enhancements. You will work closely with engineering and product development teams to communicate customer feedback and advocate for product improvements. The candidate must be adept at using various support tools and CRM systems, and possess outstanding communication and interpersonal skills. The ability to explain technical concepts clearly to non-technical users is essential. This role requires a self-starter with strong organizational skills and the ability to manage workload effectively in a remote environment. A passion for helping customers and a commitment to delivering outstanding service are paramount. Join our client to be a key part of their customer success initiatives, driving satisfaction and loyalty through remote-first support excellence. This position is fully remote, requiring seamless communication and collaboration through digital channels .
This advertiser has chosen not to accept applicants from your region.
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Lead Customer Support Engineer (Remote)
Posted 9 days ago
Job Viewed
Job Description
Our client is looking for a highly skilled and dedicated Lead Customer Support Engineer to manage their remote support operations. In this crucial role, you will lead a team of customer support professionals, ensuring the delivery of exceptional technical assistance to clients. You will be responsible for troubleshooting complex technical issues, developing support documentation, and implementing strategies to enhance customer satisfaction and retention. This is a remote-first position, requiring excellent communication skills and the ability to foster a collaborative team environment despite geographical distance. You will be the primary point of escalation for challenging customer inquiries, requiring deep technical knowledge and problem-solving acumen.
Responsibilities:
Responsibilities:
- Lead and mentor a remote team of customer support engineers, providing guidance and training.
- Oversee the resolution of complex technical issues, ensuring timely and effective solutions.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Monitor support queues and ensure service level agreements (SLAs) are met or exceeded.
- Identify trends in customer issues and provide feedback to product development teams for continuous improvement.
- Handle escalated customer complaints and ensure customer satisfaction.
- Implement and refine customer support processes and workflows.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Collaborate with other departments, such as Sales and Engineering, to ensure a seamless customer experience.
- Contribute to the development and delivery of customer training programs.
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Minimum of 6 years of experience in customer support, technical support, or a helpdesk role, with at least 2 years in a leadership or supervisory capacity.
- Strong understanding of IT infrastructure, networking, and common software applications.
- Proven experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent problem-solving, analytical, and diagnostic skills.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Demonstrated ability to lead and motivate a remote team.
- Strong organizational and time management skills.
- Experience in creating and managing knowledge base content.
This advertiser has chosen not to accept applicants from your region.
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Lead Customer Support Engineer (Remote)
Posted 5 days ago
Job Viewed
Job Description
Our client is searching for an experienced and empathetic Lead Customer Support Engineer to manage and elevate their remote customer service operations. This role is critical in ensuring our customers receive exceptional support, timely resolutions, and a seamless experience. You will lead a team of support specialists, fostering a culture of excellence, proactivity, and customer advocacy. Responsibilities include overseeing daily support operations, developing and refining support processes, training and mentoring support staff, and acting as a point of escalation for complex technical issues. The ideal candidate will have a deep understanding of customer service best practices, excellent communication skills, and the ability to manage a distributed team effectively. You will be responsible for analyzing support trends, identifying root causes of customer issues, and collaborating with product and engineering teams to implement solutions and improvements.
Responsibilities:
Responsibilities:
- Lead, manage, and motivate a remote team of customer support professionals.
- Develop and implement strategies to improve customer satisfaction and retention.
- Oversee the resolution of customer inquiries and technical issues via multiple channels (email, chat, phone).
- Establish and monitor key performance indicators (KPIs) for the support team.
- Create and maintain comprehensive knowledge base articles and support documentation.
- Train new support team members and provide ongoing professional development.
- Act as a subject matter expert and escalation point for complex customer issues.
- Analyze support tickets to identify recurring problems and trends, providing feedback to product and engineering.
- Collaborate with other departments to ensure a unified customer experience.
- Contribute to the continuous improvement of support tools and workflows.
- Champion customer needs and advocate for product enhancements based on feedback.
- Ensure adherence to service level agreements (SLAs) and company standards.
This advertiser has chosen not to accept applicants from your region.
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Lead Customer Support Engineer (Remote)
Posted 3 days ago
Job Viewed
Job Description
Join our expanding team as a Lead Customer Support Engineer, working entirely remotely. In this critical role, you will be the primary point of contact for complex customer inquiries, providing expert technical support and ensuring unparalleled customer satisfaction. You will lead a team of support specialists, mentoring them, overseeing ticket resolution, and implementing advanced troubleshooting strategies. Your responsibilities will include developing and maintaining comprehensive knowledge base articles, creating engaging training modules for new hires, and proactively identifying recurring customer issues to propose long-term solutions. You will also be tasked with analyzing customer feedback and support metrics to drive improvements in our service delivery. This position demands exceptional problem-solving abilities, a deep understanding of our product suite, and a passion for delivering world-class customer service. The ideal candidate will possess strong leadership qualities, excellent communication skills, and the ability to manage multiple priorities in a fast-paced, remote environment. Experience with CRM systems and support ticketing platforms is essential. You will collaborate closely with product development and engineering teams to relay customer insights and advocate for feature enhancements. Furthermore, you will be instrumental in establishing and enforcing service level agreements (SLAs) to ensure timely and effective resolution of customer issues. This is a unique opportunity to shape the customer support experience for a growing user base and to make a significant impact on our company's success. Embrace the flexibility of remote work while driving exceptional support outcomes. The nominal job posting location is Thika, Kiambu, KE .
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