Technical Support Team Lead

Job Overview:

We are seeking a highly skilled Technical Support Team Lead to lead and motivate our technical support team in providing exceptional service and solutions to our customers.

Key Responsibilities:

• Lead and motivate the technical support team by providing performance feedback and coaching for members of the team with a focus on quality and service effectiveness.
• Meet or exceed monthly, quarterly, and annual department metrics.
• Deliver action plans to management on how to achieve performance standards.
• Manage daily work schedules of direct reports to ensure adequate staffing, exceptional transactional quality, and unsurpassed responsiveness in all activities.
• Establish exceptional relationships with various departments, consultants, external providers, and leadership, resulting in increased process efficiency, improved communications, and reduced cycle time.
• Utilize various sources of data for analysis, suggest opportunities for process improvements, and implement system changes throughout the team.
• Train employees on operational processes and available tools. Plan for intermediate and long-term department needs computer systems, training, facilities, and supplies.
• Respond to customer escalations and contribute to workload queues when service levels have been exceeded.

Requirements:

• Experience working in call center or shared services setting.
• Proven ability to troubleshoot in a fast-paced, customer-facing role.
• Excellent verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence.
• Collaborative work style with other departments in a positive goal-oriented manner. Sensitivity regarding timeline obstacles.
• Excellent customer service skill. Consistent top customer service quality feedback.
• Ability to generate reports, graphs, process instructions, flowcharts.
• Retain detailed information and solve complex problems.
• Understand and follow through of all technical support policies and procedures.
• Exceed individual requirements, answer questions from other TS reps, encouraging team environment.
• Proven capability to handle challenging situations.
• Positive attitude with a passion and drive to be amazing.
• Effective trainer and team coach including advanced cross-training experience.
• Achieve service level goals and quality targets, managing and coaching employees to department performance standards.
• Identify efficiency opportunities and ensures proactive and professional communication with multiple department-based peers.
• Provide ongoing support and guidance including taking escalation calls, supporting customer problem resolution, providing materials and ensuring goal achievement.
• Implement, communicate, and interpret new and existing policies and procedure to staff members.
• Partner with Field Sales, Inside Sales, Quality, Regulatory and other departments to resolve issues pertaining to customer support and new product launches.
• Cross-functional collaboration with leadership and external business partners.
• Proven experience in leading teams and delivering results. Able to work flexible hours on a rotating schedule that includes evenings, holidays, and weekends.

What We Offer:

• A front row seat to life-changing technology. Learn about our brave community.
• Full benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.
• Exciting and innovative industry-leading organization committed to employees, customers, and communities.

Travel Required:

• Up to 25%

Education and Experience Requirements:

• Typically requires a Bachelor's degree with 5-8 years of industry experience.
• Informal management/team lead experience.