Technical Lead will be responsible for the successful management of the Operational Support Service
Act as the technical lead of support specialists and engineers to respond to and resolve incidents and service requests
Main point of contact for all service reporting and discussions with the customer
Identify opportunities for growth of the adoption of the Exeevo tools
Take ownership to resolve the more complex technical tickets that the junior team members are not able to address.
Manage the prompt resolution of escalated tickets from the customer either directly or via a member of the Ops team.

5+ years’ experience of functional knowledge in Microsoft Dynamics CRM
Experienced in User Configs, Data Import and Export.
Experience in managing a team of support engineers
Experience with SaaS based technology solutions, preferably in Life Sciences
Experience working closely with Customer and Engineering teams delivering support services and changes to customers.
Experience presenting operational status at a detailed level and rollup level to the leadership team.
Management of customers, including in dealing with difficult situations.

Technical Lead, Customer Support

Key skills