Technical support team lead
2 weeks ago
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 CPaa S 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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