Technical Support Lead, Global Customer Experience

Antylia Scientific

Buffalo (NY)

On-site

USD 85,000 - 100,000

Full time

3 days ago

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Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) company match

Paid Time Off

Paid Holidays

Job summary

Antylia Scientific is seeking a Lead, Technical Support to manage multi-channel customer support with a strong emphasis on technical knowledge and product understanding. You will mentor team members, respond to distributors and end-users globally, and contribute to high customer satisfaction through effective problem resolution.

The role requires a science background and 3-5 years in customer service with leadership capability.

Qualifications

Bachelor's degree in science or equivalent combination of education and experience required.
3-5 years customer service-related experience; leadership experience a plus.
Proven ability to communicate to varied internal and external customers and learn software tools.

Responsibilities

Respond to internal and external customers via email, phone, and other channels with top-tier service.
Serve as escalation point for team members on customer issues and product concerns.
Provide feedback to Product Management, Marketing, and Commercial teams based on customer input.
Lead and support training for business processes and customer/product support practices.
Coach and mentor team members in customer experience and product offerings.
Support pre-sales consultations and OEM opportunities as needed.
Collaborate with Product Management and Business Development to stay current on new products and initiatives.