Customer Support Technician Lead

Job Description:

Job Title - Lead Customer Support Technician

Exp - 3+yrs

Location - Bangalore

Job & Department Summary

As a Lead Customer Support Technician, your primary responsibility is to provide high-level technical support

guidance to both your peers and our customers, leading by example. You will develop your leadership skills

by partnering closely with Support leaders and by influencing team members to adopt new Support

initiatives. You'll also actively manage customer requests, ensuring their efficient resolution, and may play a

key role in escalation support for junior technicians. Your role may also require collaboration with other

departments to help enhance both software products and customer satisfaction based on valuable client

feedback, however specific assignments may vary.

• Provide proactive, efficient and empathetic customer service in a professional manner
• Provide clear, concise and detailed written and verbal communication and follow through, internally and

• Assist in providing expert level guidance to on-boarding and new technicians, including but not limited to,

listening to calls to ensure resolution accuracy and elevated customer service and providing feedback to

• Identify trends and root causes of customer issues in order to create proactive long term resolutions to

• Redirect Support Technicians on where to find correct answers and how to respond to customers. Attach

relevant KB articles/resources to respective cases, create new draft KB articles, and leave feedback on

existing articles. Review submitted drafts and existing articles to ensure accuracy. Make suggestions to

update outdated information and flag articles to be archived. Make updates to new and existing articles

• Review and assigns cases based on urgency, age and technician skill levels
• Serve as an escalation point for junior technicians on challenging support cases, product issues and

training opportunities. Provide findings cross-departmentally and expert guidance while ensuring timely

• Acts as a proxy when leaders are unavailable or in meetings.
• Maintains Professional discretion in Customer Communication and ensures this is the standard with

• Drives process improvements and operational efficiency by developing and implementing strategies to

• Assist leadership in the internal review of cases and other support interactions completed by junior

• Lead charge on product issues and escalations to proper escalation and development teams for review

• Work on special projects that arise throughout the year and assigned by leadership
• Expected to participate in product testing activities as needed, run assigned test executions,

• Performs other duties as assigned by immediate manager or management team.

• Customer service experience meets or exceeds world-class standards, as indicated by customer feedback

• Customer and colleague requests are managed actively and resolved efficiently
• Team members adopt new support initiatives, as indicated by adoption rates
• Maintain clear and precise interactions within the organization and with customers to ensure thorough

• Demonstrated competency and High-level technical support guidance is provided to peers and

• Expanded and advanced levels of team collaboration and shared knowledge and best practices, involving

• Supports, participates and may delegate resources to special projects aligned to all level customers, but

• Collaboration with other departments results in enhanced software products and improved customer

• Exhibits behaviors which exemplify Applied Systems’ Core Values

Required Skills & Experience

Education: High School Diploma or equivalent; Associate degree or higher may be preferred, but not required

Experience & Qualifications:

• Minimum of 3 years of experience working with Applied products and software or equivalent

experience in a technical customer support role. Advanced proficiency may be needed, along with a

• Leadership oriented mindset with a focus on delivering the best experience for our customers. High

functioning level of organizational skills. Aspires to manage a team of frontline support team

• Extensive and expertise understanding of assigned product area(s) and department and/or Extensive

• Advanced level problem solving and technical troubleshooting skills
• Advanced ability to accurately diagnosis and resolve issues
• Exceptional written and verbal communication skills with the ability to influence and inspire junior

Technicians and confidently and thoroughly explain concepts to our customer base with a baseline of

• Ability to adapt to changing processes, tools, and customer needs while influencing adoption across

• Ability to manage time effectively, prioritize increasing tasks, and real time issues while handling

• Proven level of precision to diligent documentation of customer communication and technical issue

• Patience and coaching abilities when guiding techs/business analysts, underpin a leadership and

• Ability to work well in a team environment, solution and provide feedback upstream, share

• Ability to acquire expertise in internal software and improve reporting skills to assist leadership in

better comprehending opportunities, anomalies, and deficiencies

Technical / Functional Skills:

• Certifications and/or Licenses:

• Adaptability – Maintains a positive outlook; resists stress and works constructively under pressure;

• Collaboration – Effectively works and collaborates with others toward a common goal; considers the

needs and concerns of all affected groups; builds and leverages relationships across functions and

• Communication – Writes and presents effectively; tailors message to the audience; possesses skills of

diplomatic persuasion; skilled in interacting effectively with courtesy and tact; excellent executive

• Driving Execution – Drives continuous improvement in all internal processes; tackles problems head-

on and works to resolve them without delay; intervenes to address barriers to achieving results and

• Innovative – Introduces or uses new ideas and methods that result in improved performance, better

• Time Management and Prioritization – Maximizes productivity; focuses on highest priority tasks

while maintaining progress on other assignments; et realistic and efficient deadlines and goals