Technical Support Leader
2 weeks ago
We are seeking a seasoned Technical Support Manager to join our team. As a key member of our support organization, you will be responsible for leading a team of technical professionals in providing top-notch technical support to our customers.
Your primary objective will be to ensure that our employees provide customer-centric technical support while achieving target goals. This role involves driving process improvements, motivating others to analyze and resolve software or system-related issues efficiently.
- Monitor supervisors' and staff performance to ensure efficiency and effectiveness
- Improve team productivity through process optimization and coaching
- Oversee operational activity (volumes, KPIs, corrective action reporting, performance plans, trends)
- Address customer satisfaction issues promptly and develop strategies to improve overall satisfaction
- Coach and develop employees to enhance their skills and performance
- Participate in hiring new team members and contribute to the development of the team's capabilities
- Perform HR administrative tasks as required
- Lead weekly staff meetings and conduct regular employee one-on-one sessions to discuss progress and set goals
- 8+ years of experience in a technical support role with at least 4 years of supervisory or management experience
- Proficient in Microsoft Office suite and Salesforce
- Previous CRM experience is essential
- Prior experience in a data-driven environment with excellent analytical skills
- Superior trouble-shooting and time management skills
- Excellent oral and written communication skills
- Ability to lead and coach employees effectively
- Ability to thrive in a heavy workload and multiple projects environment
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