Technical Support Team Lead
Posted on :
23-03-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2657745
- Team Leadership: Lead and mentor a team of 8-10 technical support engineers supporting 1,000+ clients, ensuring they are trained, motivated, and equipped to provide exceptional support. Manage shift scheduling to ensure 24/7 customer support coverage.
- Customer Onboarding & Success: Oversee the customer onboarding process to ensure a smooth transition for new users. Work closely with the product and sales teams to understand customer needs and ensure their success with Proxidize products.
- Issue Resolution & Documentation: Take an active role in resolving technical issues, and escalating complex problems as necessary. Ensure all issues are documented thoroughly in the ticketing system for continuous improvement.
- Customer Communication: Serve as a key point of contact for customer-related issues, ensuring timely and effective communication. Manage pre-sale queries and provide technical guidance to assist in the sales process.
- Quality Assurance: Monitor and report on team performance, CSAT, and NPS scores. Implement strategies to maintain and improve service quality, response times, and resolution times.
- Continuous Improvement: Work with the product team to identify areas for product improvement based on customer feedback. Participate in training and development activities to stay updated on industry trends and technologies.
- Policy Development and Implementation: Develop and implement internal and customer-facing support policies to ensure consistent, high-quality technical support. Regularly review and update policies to reflect best practices and evolving customer needs.
- Company Objectives: Assist in various capacities as needed to achieve company objectives, demonstrating flexibility, initiative, and a proactive approach.
Employment Type
Full Time
Department / Functional Area
Key Skills
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