Position Overview

As part of our Customer Success organization, you will be critical in helping to assure the overall success and satisfaction of customers in utilizing solutions in the TraceLink Life Sciences Cloud. TraceLink is seeking a high energy, results oriented customer advocate capable of motivating an existing support team to even higher levels of customer satisfaction. Our current global rating is over 92% satisfaction and we expect you to help us make it even better.

This role requires a unique combination of strong supervising and coaching a team of Technical Support Engineers, while using problem solving, technical, and interpersonal skills to be successful. Handling customer escalations and negotiating solutions with customers are crucial for the role. The target candidate will have experience working with enterprise web applications and UNIX, as well as troubleshooting and solving customer issues.

Responsibilities

• Effectively lead a team of Technical Support Engineers with a focus on a high-level of quality service.

• Lead the onboarding and ongoing training of new team members.

• Review daily, weekly and monthly reports to ensure top performers are identified and recognized

• Manage customer escalations to ensure successful mitigation of issues and customer renewals.

• Provide monitoring and feedback to team members including side-by-side monitoring, silent monitoring and case quality review.

• Monitor business level reports daily, weekly and monthly to ensure alignment of team with departmental goals.

• Set productivity targets for team members, monitor results daily and communicate progress weekly.

• Ensure new learnings are documented for internal and/or external knowledge sharing.

• Oversee and contribute to the development of standard procedures and tools for frequently used troubleshooting techniques.

• Manage the new hire onboarding training and continuing education for TSE’s.

• Partner with Product Management, Engineering and Quality Assurance on the timely resolution of customer reported issues.

• Provide feedback on issues that are commonly occurring.

• Interact with customers and the TraceLink Customer Success team to ensure the highest level of customer satisfaction.

Skills and Qualifications

• 10 + years experience in a technical support and troubleshooting role.

• 5 + years of Supervisory/Management experience.

• BS in Computer Science or similar information technology degree.

• Excellent listening skills, patience and ability to handle a fast-paced work environment.

• Strong analytical skills and attention to detail.

• Strong, customer-friendly communication, attitude, and passion.

• Ability to take initiative to complete tasks and solve problems.

• Excellent verbal and written communication skills.

• Strong interpersonal skills and ability to build positive working relationships.

• Knowledge of UNIX line commands a plus.

• Experience with Supply chain software and knowledge of pharmaceutical industry preferred.