Technical Client Support Lead

2 weeks ago

Lahore, Punjab, Pakistan beBee Careers Full time
Lead Client Support Specialist

We are seeking a seasoned professional to oversee the client support function, ensuring seamless application performance and leading a team dedicated to delivering exceptional service to clients.

  • 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.

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