Client Tech Support Lead (L1 Support)

About the Role

As the Client Tech Support Lead at 9H Digital, you will be at the forefront of customer relations, specializing in both generic and technical support. Your main tasks will include assisting customers with setup, troubleshooting, and recording all customer interactions including complaints, comments, and requests. You will work closely with the tech team and collaborate with other departments to deliver exceptional service to our clients.

Responsibilities

Respond to customer queries, complaints, and requests via email.
Assist customers with any issues they might experience.
Inform customers about specialized functionalities and features that might assist them in their day-to-day operations.
Follow up with customers to ensure that reported technical difficulties have been resolved.
Troubleshoot, analyze, and report errors, failures, or malfunctions.
Keep a detailed record of client data, including useful comments, as well as positive or negative feedback.
Analyze customer feedback and advise management on areas of improvement.
Mentor and coach other team members to provide the best possible service to clients.
Find ways to improve the service given to our clients.
Maintain client accounts and update billing information as needed.
Consult clients and suggest improvements. Give and add value to the clients.
Plan and schedule work for support developers.
Handle other responsibilities that may arise from time to time.

Requirements

Experience in a similar role
Experience in Technical support
Bachelor's degree in Tech, digital marketing, business, or a related field (or equivalent experience)
Leadership skills
Excellent analytical, problem-solving, and decision-making skills
Strong communication and collaboration skills to work effectively with cross-functional teams
Ability to manage multiple projects, prioritize tasks, and meet deadlines
High level in the English language with correct English diction

Our Culture

At 9H Digital, we value go-getters who are willing to explore new frontiers and activate their personal and professional abilities in a fast-paced, flexible environment. In return, we offer a supportive atmosphere where you can achieve your goals, build your skills, and thrive, both career-wise and life-wise. Are you ready to do what you do best? All applications will be treated in the strictest confidence.

Benefits
Extracted with AI

Flexible working environment
Learning and development opportunities
Supportive team environment

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