Customer Support Team Lead
Current● Leading and supervising a team of support specialists dedicated to providing assistance and guidance to Jisr HR users.● Ensuring prompt and professional resolution of escalated inquiries and technical issues related to Jisr HR software.● Collaborating closely with programming engineers and other technical teams to address and resolve complex technical issues efficiently.● Developing and maintaining a comprehensive knowledge base of articles and documentation to assist Jisr HR users in resolving common issues independently.● Providing guidance and support to both new and experienced support specialists, fostering a culture of continuous learning and improvement within the team.● Analyzing and reporting product malfunctions and user feedback to the development team to facilitate ongoing improvements and enhancements.● Proactively identifying opportunities for process optimization and improvement within the Jisr HR support function.● Serving as a point of contact for internal stakeholders, such as HR personnel and management, to address concerns and ensure alignment with organizational objectives.● Contributing to the development and implementation of support policies, procedures, and best practices to uphold high standards of service delivery.● Monitoring key performance metrics related to customer satisfaction and taking proactive measures to address any areas of concern or improvement.
