19 Customer Support Team Lead Jobs in Ann Arbor, MI
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InfoReady Corporation is Hiring a Customer Support Team Lead Near Ann Arbor, MI
Customer Support Team Lead
Description
InfoReady is expanding its highly lauded Client Services team and seeking a Customer Support Team Lead
to manage the support team and ensure clients receive excellent technical support in their use of
InfoReady products. The ideal candidate will be a "player-coach" that can both manage the team and work
support tickets. This is an excellent opportunity for someone to lead a great team and to work in the
EdTech sector.
The InfoReady support team is considered by higher education clients to be among the best they
encounter, and we want to continue building on that reputation of great service. Interested applicants
should be prepared to scale up operations where high touch support is often expected and needed. The
ability to learn the product quickly is a must.
Soft skills will be a differentiator: empathy, interest in technology, capacity to understand how new
product features should be supported, motivation to learn and help, creative thinking, good written and
verbal communication skills, and diligence following through to complete tasks and tickets.
The individual selected for this role will have a direct impact on client satisfaction – which is key to the
ongoing success of InfoReady.
Top 3 Responsibilities
- Mentor and coach Customer Support Representatives and provide direction on product support,
- Help manage the production support process (escalated technical issues) in collaboration with
- Work with the QA team to verify that patches resolved open customer tickets.
Other Responsibilities:
- Monitor work queues and calendar to ensure adequate coverage.
- Track help desk metrics to identify trends and work with the Director of Client Services to make
- Field general use questions about our software, troubleshoot technical issues, identify alternative
- Triage and escalate tickets to the correct team, such as account management or development
- Help clients identify how to manage their processes using the flexible functionality in
- Train clients on how to utilize our software, new features, and raise awareness of additional
- Help maintain the client self-service support portal in collaboration with Client Experience
- Special projects assigned as needed (e.g. provide product feedback to product team)
- Standard business hours are 8:30am-7:30pm ET. The role would cover an 8-9 hour shift during
- The position will be fully remote.
Qualifications
- Bachelor's Degree preferred
- Experience working in Higher Education
- Experience supporting SaaS (software as a service)
- Experience leading a support team
- Experience with workflow, application management, or grant management solutions
- Phone skills
- Proficiency with written and verbal communication
- Ability to build respectful relationships
- Problem solving and abstract thinking skills
- Capability to multi-task and stay organized
- Experience using ticketing systems and/or project management tools
- Comfort with fast pace
- Nice to have: Experience with software quality assurance ("QA")
Email resume and cover letter to Carlos Moncada, Director of Client Services at
cmoncada@inforeadycorp.com.
Job Summary
Full Time
IT Outsourcing & Consulting
$110k-140k (estimate)
02/29/2024
04/27/2024
infoready4.com
ANN ARBOR, MI
50 - 100
1993
Private
BHUSHAN KULKARNI
$10M - $50M
IT Outsourcing & Consulting
Related Companies
About InfoReady Corporation
InfoReady designs and develops an application management platform for higher education institutions.
The job skills required for Customer Support Team Lead include Communication Skills, Problem Solving, Collaboration, Client Service, Customer Support, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Support Team Lead. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Support Team Lead. Select any job title you are interested in and start to search job requirements.
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