What are the responsibilities and job description for the Platform Support Lead position at Ryno Strategic Solutions LLC?
A company is looking for a Platform Support & Training Lead responsible for overseeing support activities and developing training processes.Key ResponsibilitiesManage and resolve support tickets, ensuring timely communication and adherence to service level agreements (SLAs)Develop training materials and documentation to enhance understanding and usage of SaaS and AI-driven toolsRecruit and lead a high-performing support team while collaborating with development and product teams to address technical issuesRequired Qualifications3 years in a customer support or training role, preferably in a SaaS environmentExperience with SQL and NoSQL databases, troubleshooting technical issues, and using SaaS toolsProven ability to create effective documentation for diverse audiencesFamiliarity with support ticketing systems and project management toolsExperience in developing support processes to enhance efficiency and customer satisfaction