
Technical Support Team Lead
3 weeks ago
Diversity Hiring Alert
Job Summary:
We are seeking a skilled and proactive Technical Support Team Lead to join our Operations
team. This individual will lead a team of Technical Support Engineers, ensuring high
standards of customer service and technical troubleshooting, specifically for voice and cloud
telephony systems. The ideal candidate should possess strong problem-solving abilities,
effective communication skills, and a deep understanding of API and UI troubleshooting.
This role demands a commitment to achieving customer satisfaction through prompt, efficient
issue resolution and team development.
Key Responsibilities:
- Lead and mentor a team of Technical Support Engineers, fostering a collaborative and efficient work environment.
- Oversee the diagnosis and resolution of technical issues related to APIs and UI for voice/cloud telephony systems.
- Ensure a smooth onboarding experience for new customers by guiding the team in initial setup and support.
- Collaborate with cross-functional teams to streamline customer support operations and improve service delivery.
- Maintain accurate documentation of technical issues, troubleshooting steps, and customer interactions.
- Act as a point of escalation for complex technical issues and ensure their resolution.
- Regularly communicate with customers to understand their issues in-depth, provide timely updates, and ensure satisfaction.
- Roster management, Ticketing management, Effective process step up for the team
Requirements:
- Proven knowledge of voice/cloud telephony, API, and related troubleshooting.
- Strong technical troubleshooting skills with a focus on client-centric problem-solving.
- Excellent communication skills, both written and verbal, to manage customer and team interactions effectively.
- Ability to work effectively in a high-paced, customer-focused environment.
Preferred Qualifications:
- Prior experience in a customer-facing technical support role within CPaaS or a similar domain.
- Expertise in voice/cloud telephony with a demonstrated ability to lead a support team.
- A degree in a relevant field.
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