Client Support Lead

Kingland • Ames, IA

10d • Onsite

About The Position

The Client Support Lead is responsible for responding to client questions and requests and addressing client-reported issues for client solutions for which they are assigned.

Requirements

• Bachelor’s degree or equivalent experience, required
• Strong communication and client management skills, with the ability to communicate complex issues and ensure understanding to the appropriate audience
• Strong work and time management skills and attention to details
• Ability to adapt quickly to changes in priorities
• Strong analytical skills and the ability to think critically

Nice To Haves

• Experience in software development or client support profession, preferred

Responsibilities

• Receive, investigate, triage, resolve, and assign all client service tickets (CSTs)
• Escalate CSTs to Tier 3 support that require additional triage
• Ensure timely resolution of CSTs
• Coordinate all Client UAT and Production deployment activities, including scheduling, requesting, and receiving approvals as specified in processes and communicating status to client
• Provide standard reports and metrics to client and Kingland leadership
• Manage status of all outstanding CSTs on an ongoing basis reporting status frequently to your clients
• Lead support meetings between client and Kingland
• Monitor for critical events and escalate internally and to client as necessary
• Identify possible configuration changes based on monitoring activities
• Participate in on-call rotation for after-hours support
• Lead or contribute to root cause analysis (RCA) for high-severity or recurring incidents
• Document lessons learned and ensure preventative actions are tracked to completion
• Partner with Engineering and Product teams to reduce future incident volume
• Ensure CST handling follows defined SLAs, escalation paths, and documentation standards
• Identify gaps in support processes and recommend process improvements
• Ensure deployment and support activities comply with internal change management and audit requirements

Benefits

• Kingland has an awesome suite of benefits that sets us apart from others. We are authentic in our commitment to providing team members an exceptional experience where they feel supported and valued by the Company, in an environment where they are set up for success. We recognize that each individual has unique needs, and our health and welfare, wellness, lifestyle and total rewards benefits are designed for that reason. Visit Kingland.com/Careers for a listing of the great benefits and perks we have to offer for this position!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level