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Technical Support Lead
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Job Overview: Customer Excellence - Technical Lead
As a Customer Support TL, you will play a pivotal role in managing the daily operations of our support team. Leadership will ensure timely and effective resolution of customer issues, uphold exceptional customer satisfaction standards, and cultivate a culture of continuous learning, collaboration, and excellence. This requires a blend of strong technical knowledge and dynamic leadership skills to drive team success and customer delight.
Key Responsibilities:
1. Team Leadership & Management
- Lead, mentor, and empower a team of technical support engineers to achieve their highest potential
- Continuously monitor individual and team performance, delivering constructive feedback and conducting regular performance reviews
- Ensure strict compliance with service level agreements (SLAs), support policies, and operational procedures to maintain quality and consistency
2. Customer Support Excellence
- Serve as the primary escalation point for complex, high-priority, or sensitive customer issues
- Guarantee prompt, professional, and effective resolution of customer inquiries and problems
- Foster a customer-centric culture that prioritizes empathy, responsiveness, and proactive problem-solving.
3. Reporting & Performance Analysis
- Track and analyze key support metrics such as response times, resolution rates, ticket backlog, and customer satisfaction (CSAT) scores
- Generate comprehensive quarterly reports highlighting team performance, trends, and actionable insights to inform strategic decisions
4. Training & Development
- Oversee the onboarding process for new hires, ensuring they receive thorough training and integration into the team
- Organize and lead regular standups, knowledge-sharing sessions, and ongoing training initiatives to enhance team skills and knowledge
- Cross-Functional Collaboration & Communication
- Act as a vital communication bridge between the support team and other departments, facilitating seamless information flow and collaboration
- Participate actively in cross-departmental meetings and strategic planning sessions to align support efforts with broader organizational goals.
Key Requirements:
- Bachelor's degree in computer science, Information Technology, or related field preferred
- 10 years of experience in technical support, with team leadership experience
- Strong knowledge of web technologies (HTML, CSS, SDK, Shell Scripting)
- Experience with support ticketing systems (e.g., Jira, Zendesk)
- Excellent analytical, problem-solving, and communication skills
- Experience in customer relationship management and process improvement
Preferred Skills:
- Familiarity with database management and scripting languages
- Experience with ITIL framework or industry certifications (e.g., CCNA, MCSE)
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