Technical Lead- Product Support

As a team leader in the technical support department at Capillary Technologies, your primary responsibilities will include leading, mentoring, and managing a team of product support specialists. You will conduct regular performance reviews, provide ongoing training and development, and handle escalated customer issues by offering advanced troubleshooting and problem resolution. Ensuring a high level of customer satisfaction and monitoring feedback will be essential aspects of your role. Your role will also involve identifying opportunities to streamline and enhance support processes, monitoring key performance indicators (KPIs) to develop strategies for continuous improvement, and collaborating with product development, sales, and marketing teams to relay customer feedback and suggest product enhancements. Generating and analyzing support metrics and reports to track team performance and customer satisfaction will be crucial, as well as presenting findings and recommendations to management for strategic decision-making. To qualify for this position, you should have a minimum of 8-10 years of experience in a technical support role, a proven track record of managing and mentoring teams, and experience with customer satisfaction and performance metrics. Proficiency in handling escalations and resolving complex issues is required, along with strong leadership and team management skills, advanced troubleshooting and problem-solving abilities, and analytical and strategic thinking capabilities. Skills in Java and SQL, customer service software and tools expertise, exceptional verbal and written communication skills in English and Spanish (additional languages are a plus), the ability to manage multiple priorities under pressure, and a technical aptitude with a quick learning ability for new products are also necessary for this role. Capillary Technologies is an Equal Opportunity Employer, committed to an inclusive recruitment process and equality of opportunity for all our job applicants. Please note that Capillary Technologies does not extend unsolicited employment offers, does not charge prospective employees with fees, and does not make requests for funding as part of the recruitment process. Be cautious of fraudulent job offers claiming to be from Capillary Technologies and report any suspicious activity promptly.,