Senior Technical Support Lead

About you

You are excited about working for a best‑in‑class, fast‑growing software house and solving business‑critical problems for our customers. You have strong analytical and problem‑solving skills, a creative mindset, and a passion for software that moves organisations forward through innovation. You also want to help customers by giving them a high‑quality service.

Day‑to‑day, you will

• Deliver high‑quality Premier customer support across cases, chat, and phone, resolving queries in line with SLAs and exceeding Access Customer Service standards.
• Create, maintain, and improve Knowledge Base articles following KCS methodology, documenting Premier client configurations and solutions.
• Proactively manage your customer portfolio by identifying case trends, potential risks, and service impacts, and driving mitigation and continuous improvement.
• Oversee the smooth daily operations of the Premier Pod and deputise for the ...