Lead Technical Specialist
5 days ago
Job Title: Lead Technical Specialist
About WARPDRIVE TECH WORKS LLP
We are a dynamic technology company seeking an experienced Lead Technical Specialist to join our team. The successful candidate will have extensive experience in technical support, leadership, and problem-solving.
Job Summary:
We are looking for a highly skilled Lead Technical Specialist to join our team. The successful candidate will be responsible for leading the technical support team, ensuring effective and efficient troubleshooting, issue resolution, and customer service.
About the Role:
- Lead the technical support team to ensure high-quality customer service.
- Develop, implement, and maintain best practices, standards, and policies for the technical support team.
- Monitor team performance and customer satisfaction, ensuring KPIs and SLAs are consistently met.
- Manage and prioritize support tickets, ensuring high-priority issues are addressed promptly.
- Collaborate with cross-functional teams to ensure customer issues are resolved quickly.
- Conduct regular team training and knowledge-sharing sessions to improve technical skills and support capabilities.
Requirements:
- 7+ years of experience in technical support, with at least 2 years in a leadership or supervisory role.
- Strong technical knowledge of networking, systems administration, cloud platforms, hardware/software troubleshooting, etc.
- Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
- Proven ability to manage, motivate, and mentor a technical support team.
- Excellent problem-solving skills and ability to work under pressure.
- Strong written and verbal communication skills, with the ability to communicate technical information to non-technical users.
- Ability to analyze performance metrics and make data-driven decisions.
- Strong organizational and time management skills, with the ability to handle multiple priorities and tasks.
Estimated Salary:$110,000 - $140,000 per year
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