Technical Support Team Leader

Position Title:  Technical Support Team Leader  

Department: Classic Support  

 
Essential Job Functions: 

The Technical Support Team Lead serves as a key point of guidance and authority within the support team, offering expert coaching and direction to colleagues while ensuring that customer tickets are prioritized and resolved within the designated Service Level Agreements (SLAs). Although this position does not involve direct management of team members, the Team Lead is responsible for fostering collaboration, maintaining process adherence, and driving operational efficiency across the team. A significant portion of the Team Lead’s time (70% +) will be dedicated to handling and resolving customer requests, ensuring a high level of customer satisfaction. 

How You Will Contribute: 

Working with the Product Support Manager you will oversee the team dedicated to servicing our Classic Customers. Direct reports may be dispersed across multiple countries, and you will also support the needs of the broader global Classic business and customer base as needed. Your primary objective will be to ensure the team will manage all cases as per the rules in place within the Support team, fostering a commitment and culture around customer satisfaction and issue resolution. More specifically, ensure swift responses, empathetic communication, exceptional technical expertise and excellent hygiene around case management and documentation. Your responsibilities will include monitoring inbound cases for Classic to ensure customers receive prompt resolutions to their inquiries, guiding the case management process to meet and surpass our contractual service standards. Leveraging your expertise, you will mentor the team to become proactive communicators and advocates, collaborating with them to deliver outstanding service and responsiveness. 

Activities will include:  

• Lead and participate in ad hoc projects and assignments within the Support domain, contributing to operational excellence and innovation.  

• Collaborate with the Product Support Manager to enhance onboarding processes and develop training content, ensuring new team members are well-prepared to deliver exceptional support. 

• Manage escalated customer tickets, ensuring timely and effective resolution while maintaining a high level of customer satisfaction. 

• Conduct formal quality assessments on ticket handling and customer interactions, providing constructive coaching feedback to team members to drive continuous improvement. 

• Partner with customer-facing teams to assist with complex account remediation efforts, providing technical expertise, data and guidance to resolve challenging issues. 

• Utilize Salesforce (SFDC) reporting and dashboards to analyze ticket flow and workload, optimizing task prioritization for the team to meet performance goals and maintain SLAs. 

• Lead, mentor, and motivate the support team, providing clear guidance based on individual roles (Triage, Dispatch, and Backlog) to optimize performance and support delivery. 

• Actively participate in resolving cases, maintaining a deep understanding of the support environment and contributing directly to customer satisfaction. 

• Monitor team performance and ensure adherence to established support processes, including service-level agreements (SLAs). 

• Ensure timely and effective communication with customers, delivering a high standard of service at every touchpoint. 

• Collaborate with cross-functional teams (sales, customer success, engineering, etc.) to streamline issue resolution and improve customer outcomes. 

• Contribute to the strategic vision of the customer support organization, ensuring alignment with broader company goals. 

 
Skills: 

• Batchelor of science degree or equivalent in a computer related field or equivalent work experience 

• 5+ years working within a Technical Support and Customer Services environment 

• 2+ years knowledge of the finance or payments industry 

• Experience with printers, print servers, printer languages, printer drivers and troubleshooting general printer issues 

• Windows scripting knowledge or programming languages (Java, HTML, XML) 

• Basic understanding of TCP/IP, SMTP, IMAP, POP3, FTP, SFTP, SSH, TELNET 

• Knowledge and understanding of Windows Client and Server operating systems, networking logistics, and ODBC database (specifically MSSQL and Oracle) 

• Certificate level knowledge of legacy and current Microsoft client and server platforms 

• Knowledge and experience of providing support to customers through remote access software 

• Software and environment trouble-shooting and diagnostic skills 

• Working knowledge of database fundamentals and use of query tools for both Microsoft SQL and Oracle solutions 

• Understanding of networking logistics and file transfer protocols 

• Possesses technical skills relevant to web based relevant applications 

• Experience of case management within a CRM environment