Senior Technical Support Lead - Enterprise SaaS

Ordway - Billing and Revenue Automation; Kwagas; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A software company is seeking a Customer Support Lead/Manager to provide technical services and resolve customer issues related to subscription billing and revenue recognition. This role requires strong analytical skills, a bachelor's degree in Computer Science or IT, and over 12 years of experience in technical support. Key responsibilities include managing queries, collaborating with product teams, and creating support documentation. The ideal candidate excels in problem-solving and customer service, ensuring clients receive timely assistance.

Qualifications

• 12+ years total experience with 5+ years in a Technical Support Manager role.
• Experience in revenue/financial domain and supporting Enterprise Applications.
• Ability to diagnose hardware and troubleshoot technical issues.

Responsibilities

• Provide appropriate solutions to technical issues faced by customers.
• Manage customer queries and resolve issues promptly.
• Create Knowledge Base articles for customer self-sufficiency.

Skills

Technical support

Customer service

Problem-solving

Analytical skills

Communication skills

Education

Bachelor’s degree in Computer Science or IT related field

Tools

Zendesk

Job description

A software company is seeking a Customer Support Lead/Manager to provide technical services and resolve customer issues related to subscription billing and revenue recognition. This role requires strong analytical skills, a bachelor's degree in Computer Science or IT, and over 12 years of experience in technical support. Key responsibilities include managing queries, collaborating with product teams, and creating support documentation. The ideal candidate excels in problem-solving and customer service, ensuring clients receive timely assistance.