Remote Technical Support Team Lead

5 days ago

Navi Mumbai, Maharashtra, India beBeeLeader Full time US$ 90,000 - US$ 1,20,000

Deliver exceptional customer service and technical support to international clients via various channels.

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Assume responsibility for managing a team of remote technical support engineers, ensuring seamless day-to-day operations and efficient issue resolution.

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Key Performance Indicators (KPIs) must be met, and Service Level Agreement (SLA) compliance is essential.

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Collaborate effectively with cross-functional teams across different time zones to resolve complex technical issues.

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Document all interactions, solutions, and troubleshooting procedures in Jira or similar ticketing systems.

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Provide training and guidance to international end-users on IT best practices and procedures.

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Stay updated on emerging technologies and industry trends to continuously improve service delivery and enhance client satisfaction.

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Requirements:

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  • Minimum of 2 years of experience as a team leader in remote desktop support, preferably with international clients">
  • Proficiency in using remote support tools and technologies">
  • Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently">
  • Experience with MFA solutions, such as Yubikey, and VPN technologies">
  • Excellent communication skills and cultural sensitivity to effectively interact with clients from diverse backgrounds">
  • Ability to work independently and collaborate effectively in a remote team environment">
  • Experience using collaboration tools like Slack for communication and Jira for ticket management">
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Preferred Qualifications:

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  • Bachelors degree in Computer Science, Information Technology, or related field">
  • Certifications in relevant technologies (e.g., CompTIA A+, Network+, Security+)">
  • Experience supporting a diverse range of operating systems, including Windows, macOS, and Linux">
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