Customer Support Lead

Customer Support Lead ?For Customer support Organization- To support a WEB Based Application for Client base.

This person needs to be hands on as well as have some lead experience.

The First Level support will take the front line calls from the client base on Application issues.

The hours of operation are 5 by 12 M-F 8:00am to 8:00pm.

This person will need to learn the application and Business knowledge around the application

Responsible for helping write process and procedures to customers SLA.

Manage the hunt groups, Weekly reports, Ticket system, SLA issues, ETC...

Setting up the environment over all for 1st level support for a WEB base SWE application.

Will be managing 2 other people and by next year may have 5 people.

This person will be helping in the hiring of the other 2 resources.

Important Skills.

Excellent communication and writing skills.

Needs to be able to Document procedures.

Must have a strong business sense and be able to work with clients.

Must be a quick learner

The Application is a Java based open source. They do not need to know this just have worked on WEB based applications for Clients not just internal people