Business Support Representative Tech Lead

Description

The Business Support Representative Tech Lead is a pivotal member of the Data & Info Tech organizations and will operate as the main point of contact for our internal Client Facing teams.

They are responsible for resolving or elevating internal business systems and process tickets, as well as being a point of contact on the site, assisting and coaching their team members.

The Business Support Representative Tech Lead will work cross-functionally with Business Operations, Billing, Finance, and R&D to coordinate and drive the resolution of technical and procedural issues. In addition, you will continuously improve processes to minimize repeating issues.

About The Role

• Act as a primary point of contact to client facing teams, resolve/escalate tickets.
• Coach and support team members.
• Initiate and lead projects/initiatives driving process improvements.
• Resolve/elevate all internal system-related issues, such as Salesforce.
• Create processes/policies where applicable.
• Document and maintain all processes into the team’s KB.
• Have a great understanding of the organization, and direct requesters to the right resource as fast as possible.
  
  

• 5+ years of experience in technical support or a related role, with at least 2 years in a leadership position.
• Strong understanding of business support systems and processes (e.g. Salesforce).
• Proven experience in project management and process improvement.
  
  

• Excellent leadership and team management skills.
• Strong problem-solving and analytical abilities.
• Proficiency in relevant technologies and tools (e.g., CRM systems, ticketing systems).
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment.
  
  

• Experience in SaaS environments.
• Salesforce administration..