Customer onboarding and Technical Support Team Leader

Responsibilities-Own the After-Sales process from final application handover through ongoing technical support and issue resolution.Conduct the final application handover and ensure clients fully understand the delivered solution.-Understand the application deeply enough to handle client questions, technical issues, modifications, and enhancement requests.Receive, analyze, and prioritize bugs, configuration issues, change requests, enhancements, and new requirements.-Understand the client's business needs and translate them into clear technical requirements for the Software/Development Team.-Act as the main communication bridge between Clients and the Software Team.-Create clear tickets/requirements including business need, expected behavior, priority, and supporting details.-Communicate technical updates, timelines, and solutions to clients professionally.-Manage support requests based on urgency, business impact, and SLA.Coordinate application training, UAT, testing, and client confirmation.-Monitor recurring issues and identify root causes to minimize repeated customer problems.-Ensure fixes and enhancements are properly tested and validated before client communication.-Maintain accurate records of customer issues, requests, modifications, and resolutions.Monitor customer satisfaction and proactively follow up on unresolved issues.-Escalate critical technical issues when required.-Ensure every request is followed through the complete cycle:Request → Analysis → Development/Fix → Testing → Client Confirmation → Closure🔹 What We’re Looking For:✅ 5+ years of experience in Customer Service, Technical Support, Application Support, or a similar role.✅ Experience in a Software / Technology company is highly preferred.✅ Strong understanding of software applications and technical support processes.✅ Proven experience dealing directly with clients and handling technical/application-related requests.✅ Strong ability to translate business requirements into technical requirements.✅ Experience working closely with Software / Development / Technical Teams.✅ Experience with tickets, incidents, change requests, and enhancement requests.✅ Experience providing or coordinating software/application training.✅ Strong communication, negotiation, and customer relationship management skills.✅ Strong ownership, follow-up, prioritization, and escalation management skills.✅ Good understanding of SLA and support processes.✅ Ability to handle difficult or demanding clients professionally.✅ Technical background or IT/Software-related education is preferred.📩 Interested?Send your updated CV with the subject:“Technical Support Supervisor”