- The Technical Support Team Lead is responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team.
- Mentor and provide oversight, coaching, and training to technical support engineers and be the point of contact when it comes to technical escalations.
- Record and track team SLAs and provide support where needed for both internal and external customers.
- Monitor team performance and report on metrics.
- Assess support interactions based on process standards
- Be actively involved with the operational delivery by keeping a close track of NPS,
C Sat, FCR, AHT, and productivity of the team members.
- Ensure that all customer inquiries and issues are resolved correctly and in a prompt and professional manner.
- Review all technical support related processes and documentation for continuous improvement.
- Providing timely feedback to team members and resolve issues.
- Create an open communication culture and an inspiring team environment.
- Lead by Example in professionalism, Communication, and technical Expertise.
- Set and monitor targets for support staff, focusing on improving and developing performance and knowledge to ensure that SLAs are met
- Proven people management and leadership skills
- Excellent communicator, both oral and written
- Strong problem solving and communication skills
- Strong analytical skills to investigate and resolve technical support tickets
- Able to multi-task efficiently under time pressure
- Previous experience in managing customer focused and performance driven teams
- Proven experience in managing a service and support focused team culture
- Five Years plus experience in a Technical Support team management role
All your information will be kept confidential according to EEO guidelines.
