Team Lead - Customer Support

Team Lead - Customer Support

BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average.

BETSOL's open-source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 80% savings in total cost of ownership (TCO) and best-in-class performance.

BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.

BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India.

We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities.

Learn more at betsol.com.

Job Description

Manage SLAs for chat and ticket escalations

Work as an advocate of the customer while managing resolutions requiring cross-functional effort

Point of contact for escalated questions and issues from T2

Ensure issues, interactions, and ticket resolutions are properly documented in ServiceNow

Keeps team current on changing policies, procedures, tools, and updates to reduce ticket volume

Partner with the Compliance department on issues that require further escalation

Qualifications

Proven ability to resolve issues; Strong passion for customer service

Knowledge of Salesforce, PRM, BMS, Service-Now, and Salesforce is a plus

Knowledge of Arise Registration, Enrollment and Partner Support standard operating procedures

Excellent communication skills (written and verbal)

Experience improving processes and workflows to increase efficiency

Self-starter with ability to work independently and on multiple initiatives at the same time

Ability to work effectively cross-functionally with a proven track record of driving results

2 years of experience handling escalations via phone, chat or email

Ability to prioritize, meet deadlines while completing tasks in a timely manner

Additional Information

All your information will be kept confidential according to EEO guidelines.