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Granicus
,
London, Greater London
Customer Support Lead
Overview
Job Description
This role is responsible for ensuring our customers receive a high standard of support when using our products. Mission Statement The mission of this role is to empower and instill confidence in our customers when using our products while striving to continuously improve the level of support provided along the way. The Customer Support team plays a key role in setting up customers for success and ensuring they have the tools and resources they need to harness the power of our products. What You'll do: * Serve as the manager of the support team, completing all required managerial activities, supporting the team and ensuring adequate staffing resources are in place to meet objectives and removing blockers that prevent the team from working effectively * Ensure the customer support function in the company is operating within designated performance expectations * Undertake support work and resolve support tickets * Work with Product and Engineering teams to prioritise bug fixes and hot fix releases * Hire, train and coach new support representatives * Act as an escalation point for critical accounts or client situations * Own the customer experience as you provide quality product and technical solutions to help customers realize their goals utilizing our products and services * Empower and manage the wider support team to do so * Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate software issues based on customer product use * Contribute to 24/7/365 on-call support * Maintain and develop expert product knowledge for various Granicus products * Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency: * First point of contact for Implementation Support - escalated tickets, quick questions, etc. * Work closely with the Product Management team to fully understand products, their use cases, roadmaps and deployment plans * Seamlessly manage customer request tickets to meet Service Level Agreements (SLAs) and key metrics * Create content about the product, including new features, in a clear and concise way and engaging with customers about these features early on in their development * Foster and encourage engagement within the customer community through: * Customer Network * Forums * Regular on site meeting * Webinars * User group events * Grant the 'certified user' status to customers with exceptional participation in the community - Granicus University