Valsoft Corporation acquires and builds market software solutions. The company invests in stable businesses and aims to foster an entrepreneurial environment po
Technical Lead Customer Support
Location
United Kingdom
Posted
3 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Technical Lead Customer Support
Valsoft Corporation
Role Description Technical Lead plays a significant role in the growth of Exeevo and our solution platforms. This position supports various roles and works closely with Customer Success, Product, Engineering and PMO. This role will be responsible for the successful management of the Operational Support Service that Exeevo provides to our customers, covering all technical aspects of our product. The successful candidate will act as the technical lead of support specialists and engineers to respond to and resolve incidents and service requests raised by the customers within the agreed SLAs. They will be the main point of contact for all service reporting and discussions with the customer, including identifying opportunities for growth of the adoption of the Exeevo tools within the customer’s business. This can include the management of incremental updates to the solution from the core product or changes requested by the operational users. At Exeevo, we operate in a fast-paced development environment where everyone rolls up their sleeves to accelerate our products forward for our customers. About Team The Customer Support team within Exeevo organization is responsible for ensuring best in class product quality and an exceptional customer experience in existing and future life science software technologies. The key pillars of Operations Manager include: - Process quality - Functional safety - Product quality - Continuous improvement - Quality analytics Key Responsibilities - Act as a SME for the CRM system. - Support Microsoft Dynamics 365 CRM platform with sound knowledge in Dynamics CRM entities, workflows, configurations, reporting, dashboards, and security model. - Support other team members in the knowledge transfer process. - Ensure the L2 Operational support team resolves incidents and requests from customers within the agreed SLAs. - Manage collaboration between the L2 and L3 product teams to resolve complex technical tickets. - Act as the technical lead for the Operational Specialists on the team. - Take ownership to resolve complex technical tickets that junior team members cannot address. - Meet with key stakeholders in the countries using the solution to review and follow up on incidents and requests. - Build and maintain good relationships with customers. - Manage the prompt resolution of escalated tickets from customers. - Participate in knowledge transfers from the product and projects team. - Liaison with business teams for business changes, new content, template updates, etc. - Willing to visit client locations as required. Desired Skills & Experience - 5+ years’ experience of functional knowledge in Microsoft Dynamics CRM. - Experienced in User Configs, Data Import and Export. - Experience in managing a team of support engineers. - Experience with SaaS based technology solutions, preferably in Life Sciences. - Experience working closely with Customer and Engineering teams. - Experience presenting operational status at detailed and rollup levels to leadership. - Management of customers, including dealing with difficult situations. Education - Bachelor's degree or equivalent, IT and/or business focus. - Preferably holding Microsoft Dynamics CRM certifications or currently studying for certifications. Other Requirements / Working Conditions - Able to prioritize work in a multi-tasking environment. - Effective verbal, written and presentation skills. - Able to meet tight deadlines, follow up on commitments, and act as needed. - Highly organized with exceptional eye for detail. - Strategic thinker who is action-oriented with a high sense of urgency. - Good track record of delivering results and achieving sales targets. - Ability to work collaboratively and build strong cross-functional relationships.
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