Bang The Table
Bangalore
Support Team Lead + Product Documentation
Job Description:
Lead the Chat and EMail support for our clients based in Australia. The Support Team Lead would develop an excellent working knowledge our platform, put a Query Resolution Process in place, lead a team of two and test/document new features.
Responsibilities include:
* Develop a structured help desk approach to address client/customer queries regarding our product platform.
* Provide SLA-driven high-quality support for all inbound Chat and Email queries from our customers.
* Establish a personal rapport with our Australian clients.
* Conduct User Acceptance Testing (UAT) of all new features and provide feedback to the development team
* Generate customer-facing documentation on new features for the Sales & Marketing team prior to product/feature launch.
* Monitor the team's email and chat interactions with the customer to improve quality, minimize errors and track operative performance
Desired Candidate Profile:
* Graduate with exceptional communication skills, client management skills
* Good knowledge of customer support process and best practices
* Display high energy levels and leadership qualities
* Possess an ability to look at things from a broader perspective.
* Demonstrates Decision-Making ability, Analytical Skills and strong Interpersonal skills.
* An international exposure (preferably Australia) to Online chat and email support
* An exposure to UAT testing and QA practices is welcome
* Prior experience in preparing support structure and ensuring adherence to the quality audits/checks would be preferred
* Must be able to work in shifts of either 6.00am-2.00pm or 1.30pm-9.30pm.
Experience : 4 to 6 years
Company Profile
Bang The Table http://www.bangthetable.com/
Bang the Table is headquartered in Australia and has offices in UK, New Zealand, Canada and India. Our flagship product EngagementHQ is the most sophisticated, robust, flexible and best looking online consultation software on the market. This software is used by local, provincial and national councils in Australia to extend the consultation processes to the larger community and stakeholder group by leveraging the Internet.
One of our key USPs is that we are highly responsive and we are very fast. We can have our client's site up and running within as little as a week of agreeing to proceed, with the vast majority of the functionality ready to roll at launch. The Customer Support Executive plays an important role in helping us get our clients up to speed on our tools.