Technical Support Team Leader
1 week ago
About the Role:
XP Plus Solutions Inc. is seeking a highly skilled and experienced Technical Support Team Leader to drive excellence in our support team. This role is ideal for a top technical support agent with outstanding customer satisfaction (CSAT) or quality assurance (QA) ratings.
Key Responsibilities:
- Provide technical guidance and mentorship to team members.
- Monitor CSAT, QA, and efficiency metrics to improve performance.
- Assist in training and onboarding new team members.
- Collaborate with the team to create process and call flows.
- Contribute to the authoring of knowledgebase documents.
What We're Looking For:
- Proven success in a technical support role with top CSAT or QA scores.
- Experience with web hosting services is an asset.
- Knowledge of internet domain registrars, such as Cloudflare, Dot.ph, and GoDaddy, would be beneficial.
- Familiarity with DNS configuration, including A records, CNAMEs, MX records, and TXT records, is an asset.
- Strong troubleshooting and problem-solving skills.
- Excellent communication and mentoring ability.
- Initiative and a collaborative mindset.
Why Choose Us?
- Opportunity to step into leadership without prior supervisory experience.
- A supportive and growth-oriented work environment.
- Competitive compensation and benefits package.
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