Lead Support Specialist

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Langate Software

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2001

⚕️ Healthcare Insurance

☁️ SaaS

🏢 Enterprise

Healthcare Insurance • SaaS • Enterprise

Langate Software is a leading provider of software development services, focusing on helping businesses of all sizes achieve digital transformation. With over 20 years of experience, Langate specializes in creating innovative and secure solutions for enterprises, particularly in the healthcare industry. Their offerings include custom software development, legacy system migration, cloud migration, and data analytics. Langate is renowned for building strong dedicated teams and delivering quality IT solutions that enhance security, scalability, and automation. The company also provides services in AI and AR/VR integrations, making it a versatile partner for enterprise-level software needs.

📋 Description

• Analyze the current support setup and restructure the support department processes • Configure and optimize Freshdesk, including SLA rules, automation, and AI-based features • Build and maintain a knowledge base for internal and client-facing support needs • Improve and standardize the client onboarding process • Handle L2/L3 support tickets and ensure high-quality issue resolution • Coordinate support workflows and contribute to better team performance and accountability • Define and track key support quality metrics such as CSAT, NPS, SLA compliance, and onboarding efficiency

🎯 Requirements

• 5+ years of experience in a support or customer service role, preferably in a technology services company • Experience with Freshdesk or similar ticketing/help desk platforms, including SLA setup, automation, and workflow optimization • Ability to build and structure a knowledge base and improve support documentation • Experience with client onboarding process improvement and service quality metrics • Strong problem-solving skills and ability to handle L2/L3 support tickets independently • Leadership mindset with the ability to coordinate support processes and improve team performance

🏖️ Benefits

• Competitive compensation • B2B contract • paid sick leave • 20 days of paid vacation • Free English lessons • Flexible work schedule • Official holidays are non-working days • Paid courses and certifications • Coach / psychologist consultation • Workshops • Career development plan • Mentoring