Team Lead Technical Support
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Job Location:
Monthly Salary:
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
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
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Law Enforcement
- ABB
- Marine Biology
- Filing
- Automobile
- AV
About Company
BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the ... View more
