Client Support Lead

2 weeks ago


Philippines Nicoll Curtin Full time

Client Support Lead (Tech/SaaS Environment) Join a growing software services firm that partners with mid to large enterprises to deliver cutting-edge digital solutions, platform integrations, and product enhancements. Our client empowers businesses through data‑driven systems and scalable software applications. What You’ll Do Receive and triage incoming support requests; classify by urgency and severity. Be the go‑to person for clients — respond to inquiries, guide them, and solve first‑level issues. Own the bug lifecycle: from logging issues, collaborating with devs, tracking progress, escalating when needed, to confirming resolutions. Monitor and enforce SLAs; prepare reports on performance and compliance. Collaborate closely with project and technical teams; provide updates and ensure issues are addressed in projects. Perform debugging and basic testing to isolate and confirm technical issues. Draft clear bug reports, change requests, and enhancement tickets. Proactively follow up with clients: verify satisfaction, gather feedback, close the loop. What You Bring Degree in Computer Science, IT, Business, or related field. Hands‑on experience in a tech or software support role. Strong grasp of debugging, troubleshooting, and software development basics. Comfortable talking to both clients and development teams — you bridge the gap. Attention to detail in documentation and ticketing. Familiarity with SLAs, reporting, escalation procedures. Ability to adapt, problem‑solve creatively, and handle multiple tickets/projects at once. Customer‑centric mindset — you care about the experience end to end. Seniority level Associate Employment type Full‑time Job function Information Technology Industries Legal Services and Technology, Information and Media Referrals increase your chances of interviewing at Nicoll Curtin by 2x #J-18808-Ljbffr



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