Team Lead - Technical Support

Job Description

• 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