Senior Support Specialist

Senior Support Consultant

Position Summary

The Senior Support Consultant is an experienced individual contributor responsible for handling more complex customer interactions while supporting the Team Lead with daily operational activities. The role also serves as leave coverage for Team Leads when required and provides coaching and mentorship to junior team members.

Key Responsibilities

• Handle complex customer enquiries and escalations.
• Maintain high-quality customer interactions across all support channels.
• Provide guidance and mentoring to junior consultants.
• Support quality improvement initiatives and knowledge sharing.
• Assist with onboarding and coaching activities.
• Act as Team Lead backup during planned or unplanned absences.
• Help monitor queues, workload distribution, and SLA adherence.
• Escalate operational risks or customer concerns appropriately.
• Contribute to process improvement initiatives.
• Continue achieving individual productivity, quality, and attendance targets.

Qualifications

• Proven strong performance and consistent KPI achievement.
• Advanced customer service and problem-solving skills.
• Strong communication and coaching abilities.
• Ability to prioritize workload and make sound operational decisions.
• Demonstrated leadership potential.