Lead Client Support

2 days ago

Lahore, Punjab, Pakistan Soliton Technologies Full time
Job Description

We are seeking an experienced and proactive Lead Client Support professional to join our team. In this role, you will be responsible for overseeing the client support function, ensuring seamless application performance, and leading a team dedicated to providing exceptional service to our clients. If you have a strong technical background, excellent communication skills, and leadership experience, we'd love to hear from you.

Key Responsibilities
  • Team Leadership: Supervise and mentor a team of client support specialists, setting performance goals, monitoring KPIs, and providing regular feedback and training.
  • Application Monitoring: Ensure ongoing monitoring and maintenance of application performance for optimal client experience.
  • Advanced Technical Support: Act as the escalation point for complex application issues, providing advanced troubleshooting and resolution strategies.
  • Incident & Ticket Management: Oversee incident tracking and ticketing workflows, ensuring prioritization, timely resolution, and quality of support.
  • Client Relationship Management: Serve as the primary point of contact for high-value clients and critical issues, maintaining strong, professional relationships.
  • Cross-Functional Collaboration: Liaise with product, development, and system administration teams to resolve issues and implement product improvements.
  • Issue Resolution: Ensure that client issues are diagnosed, resolved, and documented efficiently, and escalated when necessary.
  • Communication: Maintain clear, professional, and timely communication with clients via phone, email, and chat.
  • Product & Process Expertise: Maintain in-depth knowledge of our products and services to guide clients effectively and provide strategic input to internal teams.
  • Client Training: Coordinate and deliver training sessions to help clients maximize the value of our solutions.
  • Reporting & Analysis: Generate and present regular reports on support performance metrics, trends, and client satisfaction levels to leadership.

Requirements
  • Minimum 5+ years of experience in client/application support & leading role.
  • Healthcare industry experience is preferred.
  • Strong analytical and problem-solving skills, with the ability to lead root cause analysis and complex troubleshooting.
  • Excellent interpersonal and communication skills, both written and verbal.
  • Hands-on experience with ticketing systems and incident management tools.
  • Ability to prioritize tasks effectively and manage a support team in a dynamic environment.
  • Demonstrated ability to collaborate with cross-functional teams.
  • Experience with client onboarding, training, and retention strategies is a plus.
  • Bachelor's degree in Computer Science, Information Technology or a related field is preferred.

Shift Timings: Afternoon Shift, Evening Shift

Role Code: #ST25Q2LCS
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