Technical Support Lead

Job Description

As a Technical Support Lead, you will oversee a team of support agents, responsible for escalated resolution of technical issues and ensuring customer satisfaction. Your leadership will be pivotal in driving excellent service delivery.

Responsibilities

• Manage escalated technical issues and provide solutions.
• Develop training materials for ongoing team development.
• Conduct performance reviews and provide feedback.
• Ensure compliance with service level agreements (SLAs).
• Engage regularly with customers to gather feedback.
• Implement best practices in customer service.
• Facilitate seamless communication between departments.
• Organize regular team meetings and strategy sessions.

Requirements

Education

• Relevant certifications preferred

Experience

• Experience managing a technical support team is a plus

Technical Skills

• Software installation

Soft Skills

• Interpersonal skills

Languages

• English: Fluent

Advantageous

• Familiarity with Help Desk software: Knowledge of help desk solutions to improve team efficiency.
• Training experience: Experience in training new joiners and junior staff.

Benefits

• Competitive salary with performance bonuses
• Health and wellness support including gym memberships
• Flexible working hours and remote working opportunities
• Ongoing professional development and training

Company Culture

• Teamwork: We believe in working together to achieve common goals, fostering a spirit of collaboration.
• Innovation: Encouraging new ideas and innovation is part of our culture, allowing us to stay ahead in the industry.
• Supportive Environment: We provide a supportive environment where team members can thrive and grow.