Technical Support Team Lead

Job Summary:

As a Tech Support Team Lead, you will be responsible for assisting a team of technical support tier 1 professionals. Your primary goal will be to ensure the delivery of exceptional customer service and efficient resolution of technical issues. You will play a crucial role in maintaining high service standards, improving processes, and fostering a collaborative work environment.

Reports to: Technical Support Manager

Responsibilities:

• Lead a team of technical support tier 1 professionals, providing guidance, mentoring, and performance feedback.

• Ensure timely resolution of customer inquiries and technical issues, adhering to service level agreements (SLAs).

• Collaborate with cross-functional teams to address complex customer concerns and improve product performance.

• Work with the Technical Support Manager to develop and implement training programs to enhance the technical skills and knowledge base of the team.

• Continuously improve support processes and workflows to enhance efficiency and customer satisfaction.

• Act as a customer advocate within the company, driving improvements in the overall customer experience.

• Daily and weekly interaction with Tech Support Manager, with a focus of improvement areas needed within, as well as analyzing support KPIs for Tier 1 agents. 

• Other duties as assigned

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

• Proven experience in a technical support role, with at least 3 years in a leadership or supervisory capacity(within a call center environment or equivalent work experience).

• Strong leadership skills with a track record of successfully managing teams.

• Strong knowledge of internet technologies, networking principles, and troubleshooting methodologies.

• Excellent leadership and team management skills, with the ability to motivate and inspire others.

• Exceptional problem-solving and analytical skills, with the ability to think critically and make sound decisions.

• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical individuals.

• Experience with CRM tools and support ticketing systems.

• Flexible schedule, with the possibility of weekend/night support when needed.