
Senior Technical Support Team Leader
2 days ago
Transform education by leading a team of technical support professionals.
We are seeking an experienced leader to oversee the technical support operations and drive customer satisfaction. As a Technical Support Team Lead, you will be responsible for managing a team of technical support representatives, ensuring timely and effective resolution of customer issues, and contributing to the development of process improvements.
Key Responsibilities:
- Manage and coordinate the activities of the technical support team to ensure efficient and effective delivery of services.
- Develop and implement processes and procedures to improve customer satisfaction and reduce ticket volume.
- Collaborate with cross-functional teams to identify and resolve complex technical issues.
- Provide coaching, training, and guidance to team members to enhance their skills and performance.
- Monitor and analyze team performance metrics to identify areas for improvement and develop strategies to address them.
- Ensure compliance with company policies, procedures, and industry standards.
- Act as a liaison between the technical support team and other departments to facilitate communication and collaboration.
- Participate in recruitment and selection processes to identify top talent for the technical support team.
- Contribute to the development of business cases and proposals to justify investments in new technologies or initiatives.
Requirements:
- Proven experience in a leadership role, preferably in a technical support environment.
- Strong technical knowledge of software applications and hardware systems.
- Excellent communication and interpersonal skills to work effectively with customers, team members, and stakeholders.
- Ability to analyze complex technical issues and develop creative solutions.
- Strategic thinking and problem-solving skills to drive process improvements and customer satisfaction.
- Experience with CRM systems and data analysis tools.
- High school diploma or equivalent required; bachelor's degree preferred.
What We Offer:
- A competitive salary and benefits package.
- Opportunities for professional growth and development.
- A dynamic and supportive work environment.
- The chance to make a positive impact on education and customer satisfaction.
Our Mission:
To empower educators and learners by providing innovative solutions and exceptional customer support.
Our Values:
- Customer-centricity: We put the needs of our customers at the forefront of everything we do.
- Integrity: We act with honesty, transparency, and accountability in all our interactions.
- Innovation: We encourage creativity, experimentation, and continuous learning to stay ahead of the curve.
- Collaboration: We foster open communication, teamwork, and mutual respect to achieve common goals.
- Global mindset: We embrace diversity, inclusivity, and cultural awareness to serve our global customer base.
Join us in shaping the future of education and customer support
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