Software Support Lead

Penlink, the leading authority in digital intelligence, offers comprehensive solutions tailored for law enforcement, national security, the defense sector, financial institutions, and enterprises. Our expertise lies in seamlessly integrating extensive digital evidence with open-source intelligence gathered from a vast array of sources, harnessing the power of AI for critical insights.

Seeking a highly motivated individual to join our company as a Software Support Lead. The Software Support Lead is responsible for leading the Software Support team’s daily operations and assisting with customer issues. This position is also responsible for managing high-level (key account) customer complaints and providing rapid resolution to high-priority issues. The Software Support Lead will evaluate team performance by reviewing existing cases for accuracy.

Improving team proficiency and productivity are the responsibility of the Software Support Lead.

• Staying up to date on the latest updates to Penlink products and services, industry best practices, and agency objectives.
• Develop processes to result in a positive customer experience which are aligned with the objectives of the Manager, Support Services
• Promotion of Penlink brand with customers
• Respond to customer service issues in a timely manner
• Oversight and scheduling of teams providing Software Support
• Motivation of team members
• Review and monitor team interactions to ensure high-quality support is provided
• Monitor KPIs and OKRs to ensure high-quality support is provided to all customers
• Maintaining accurate and timely records for efficient reporting of customer service activities via written, oral, and Salesforce updates (as required).
• Resolve escalated customer issues (Tier II Support)
• Partner with QA and Tooling teams to create tools to be used for issue recreation
• Creation of development work items
• Provide customer relationship information to CSM and Account Managers to ensure renewal objectives are met
• Onsite visits with customers (as required)
• Other duties as assigned

• High level communication skills (written and verbal)
• Ability to use active listening and empathy to resolve customer concerns
• Proven ability to exercise patience when working with new customer and new team members
• Ability to communicate industry knowledge when relaying information to customers as part of case resolution
• Results oriented
• Strong verbal and written communication skills
• Ability to multitask
• Ability to build relationships within an organization, to include end users, administrators, and high-level executives
• Ability to work independently as a self-starter
• Ability to work on cross-functional teams, communicating with leaders across the organization
• Understanding of how to document interactions in Salesforce
• Detail-oriented to ensure proper resolution to customer issues
• Must be able to travel
• Valid driver’s license and good driving record required