77 Technical Assistance jobs in Houston
Customer Support Lead - Technical
77001 Houston, Texas
$70000 Annually
WhatJobs
Posted 14 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and customer-centric Customer Support Lead to guide their technical support team. This role is critical for ensuring our clients receive exceptional service and rapid resolution of their technical inquiries. You will lead a team of support specialists, overseeing daily operations, managing escalations, and ensuring adherence to service level agreements (SLAs). Responsibilities include coaching and developing team members, monitoring performance metrics, identifying areas for improvement, and contributing to the creation and maintenance of support documentation and knowledge bases. The ideal candidate will possess a strong technical aptitude, excellent communication and problem-solving skills, and a proven ability to lead and inspire a team. Experience with troubleshooting complex technical issues, understanding of ticketing systems, and a deep commitment to customer satisfaction are essential. This position is fully remote, allowing you to work from anywhere within the US. We are looking for a dynamic leader passionate about delivering outstanding customer experiences and driving team success.
Responsibilities:
Responsibilities:
- Lead and manage a team of technical support specialists, fostering a collaborative and high-performance environment.
- Oversee daily support operations, ensuring efficient ticket management and timely resolution of customer issues.
- Handle escalated customer inquiries and complex technical problems.
- Coach, mentor, and train support team members on technical skills and customer service best practices.
- Monitor team performance metrics and KPIs, providing regular feedback and performance reviews.
- Develop and implement strategies to improve customer satisfaction and support efficiency.
- Contribute to the creation and maintenance of a comprehensive knowledge base and support documentation.
- Collaborate with other departments (e.g., Engineering, Product) to address customer feedback and recurring issues.
- Ensure adherence to company policies and support SLAs.
- Stay updated on product features and technical advancements.
- Associate's or Bachelor's degree in a relevant field, or equivalent practical experience.
- Minimum of 3 years of experience in customer support or technical support roles, with at least 1 year in a leadership or supervisory capacity.
- Proven experience leading and motivating a support team.
- Strong technical troubleshooting skills.
- Excellent communication, interpersonal, and problem-solving abilities.
- Proficiency with CRM software and support ticketing systems.
- Deep understanding of customer service principles and best practices.
- Ability to manage multiple priorities and work effectively in a remote setting.
Apply Now
0
Customer Support Lead - Technical
77002 Houston, Texas
$65000 Annually
WhatJobs
Posted 15 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company revolutionizing the fintech industry, is seeking an experienced and empathetic Customer Support Lead to manage their technical support operations in Houston, Texas . This pivotal role involves leading a team of support specialists, ensuring prompt and effective resolution of customer inquiries and technical issues. You will be responsible for developing and implementing support strategies, training team members, monitoring key performance indicators (KPIs), and enhancing the overall customer support experience. The ideal candidate will possess a deep understanding of customer service best practices, strong technical aptitude, and exceptional leadership qualities. You will act as a point of escalation for complex issues, analyze support data to identify trends and areas for improvement, and collaborate with product and engineering teams to provide feedback from the customer base. This position requires excellent communication skills, a problem-solving mindset, and the ability to foster a positive and productive team environment. The role is structured as hybrid, requiring a balance of remote work and in-office presence at our Houston, Texas location for team collaboration and critical meetings. Your commitment to customer satisfaction will be paramount in driving customer loyalty and retention.
Responsibilities:
Responsibilities:
- Lead and manage a team of customer support specialists, providing guidance and motivation.
- Develop and refine customer support processes and workflows to ensure efficiency and quality.
- Handle escalated customer issues and provide timely, effective resolutions.
- Train new support agents and conduct ongoing performance evaluations and coaching.
- Monitor support ticket volume, response times, and customer satisfaction metrics.
- Analyze support data to identify common issues and trends, providing feedback to product/engineering teams.
- Contribute to the development of knowledge base articles and self-help resources.
- Ensure adherence to company policies and service level agreements (SLAs).
- Associate's or Bachelor's degree in a related field, or equivalent work experience.
- Minimum of 4 years of experience in customer support, with at least 1-2 years in a leadership or supervisory role.
- Proven experience with technical support, ideally in the SaaS or software industry.
- Strong understanding of CRM software and helpdesk ticketing systems.
- Excellent problem-solving, analytical, and communication skills.
- Demonstrated ability to lead and motivate a team.
- Empathy and a customer-centric approach to service delivery.
- Ability to work effectively in a hybrid environment within the Houston, Texas area.
Apply Now
1
Customer Support Representative
77007 Houston, Texas
Insight Global
Posted 3 days ago
Job Viewed
Job Description
Job Description
Customer Support & Relationship Management: Serve as the first point of contact for customers via phone, email, and in-person, responding promptly to customer inquiries and providing accurate information while developing and maintaining strong relationships by understanding customer needs and ensuring excellent service.
Order Processing & Support: Process customer orders accurately and in a timely manner and assist in preparing quotes and product recommendations. Additionally, candidate will provide follow-up support to ensure orders are fulfilled to customer satisfaction.
Learning & Product Knowledge: Expected to acquire and maintain knowledge of our product line, including engineering thermoplastic resins and commodities such as polycarbonate, ABS, nylon, and polypropylene. Candidate will also develop an understanding of industry trends, pricing, and competitor activities.
Team Collaboration: Work closely with purchasing, warehouse, and sales teams to ensure seamless customer experiences.
Sales Growth Path: Participate in structured training to develop sales skills, shadowing senior sales staff to gradually take on account management responsibilities and increased responsibilities for revenue growth.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: and Requirements
High school diploma or equivalent required
Customer service experience is strongly preferred.
Excellent verbal and written communication skills.
Strong interpersonal skills and a customer-first attitude.
Detail-oriented with the ability to manage multiple priorities.
Proficient in Microsoft Office Suite (Excel, Word, Outlook).
Self-motivated and adaptable. Professional, reliable, and punctual. Bachelor's degree
Sales Exposure
Customer Support & Relationship Management: Serve as the first point of contact for customers via phone, email, and in-person, responding promptly to customer inquiries and providing accurate information while developing and maintaining strong relationships by understanding customer needs and ensuring excellent service.
Order Processing & Support: Process customer orders accurately and in a timely manner and assist in preparing quotes and product recommendations. Additionally, candidate will provide follow-up support to ensure orders are fulfilled to customer satisfaction.
Learning & Product Knowledge: Expected to acquire and maintain knowledge of our product line, including engineering thermoplastic resins and commodities such as polycarbonate, ABS, nylon, and polypropylene. Candidate will also develop an understanding of industry trends, pricing, and competitor activities.
Team Collaboration: Work closely with purchasing, warehouse, and sales teams to ensure seamless customer experiences.
Sales Growth Path: Participate in structured training to develop sales skills, shadowing senior sales staff to gradually take on account management responsibilities and increased responsibilities for revenue growth.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: and Requirements
High school diploma or equivalent required
Customer service experience is strongly preferred.
Excellent verbal and written communication skills.
Strong interpersonal skills and a customer-first attitude.
Detail-oriented with the ability to manage multiple priorities.
Proficient in Microsoft Office Suite (Excel, Word, Outlook).
Self-motivated and adaptable. Professional, reliable, and punctual. Bachelor's degree
Sales Exposure
View Now
Be The First To Know
About the latest Technical assistance Jobs in Houston !
2