Technical Support Team Manager
4 weeks ago
Careerschool HR Solutions is seeking a highly skilled Technical Support Team Manager to lead our team of technical support agents in a voice process environment. The ideal candidate will have a proven track record of leadership and technical support experience, with a strong understanding of technical troubleshooting and problem-solving techniques.
Key Responsibilities- Lead and manage a team of technical support agents in a voice process environment
- Provide guidance, coaching, and mentorship to team members to enhance their technical and customer service skills
- Handle escalated technical issues and provide timely resolutions
- Monitor team performance metrics and develop action plans to improve productivity and quality
- Collaborate with cross-functional teams to address technical challenges and process improvements
- Conduct regular performance evaluations and provide feedback for continuous improvement
- Ensure adherence to company policies, procedures, and quality standards
- Handle customer escalations and act as a point of contact for complex technical inquiries
- Participate in recruitment, onboarding, and training activities for new team members
- Assist in creating and updating technical support documentation and knowledge base
- Bachelor's degree in a relevant field or equivalent work experience
- Proven experience in a technical support role, preferably in a voice process environment
- Demonstrated leadership and people management skills
- Strong understanding of technical troubleshooting and problem-solving techniques
- Excellent communication skills and the ability to interact effectively with customers and team members
- Proficiency in using customer support software and CRM systems
- Ability to work in a fast-paced and dynamic environment while maintaining high quality standards
- Proactive, self-motivated, and results-oriented mindset
- Good understanding of voice communication protocols and technologies
- Certifications in relevant technical areas will be an added advantage
leadership, communication, customer service, technical support, voice process, customer
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