Technical Support Lead

As a Technical Support Team Lead at Infimobile, you will play a crucial role in overseeing the day-to-day operations of the Technical Support Team. Your responsibilities will include: - Acting as a senior agent to drive customer satisfaction through exceptional customer support. - Providing direct supervision to the technical support staff, including recruitment, evaluations, and disciplinary actions. - Mentoring and coaching the technical support team to ensure their professional growth. - Serving as the point of contact for technical escalations and effectively resolving customer issues. - Recording and tracking team SLAs and workflows to ensure efficient operations. - Collaborating with Tier 3 and product managers to address escalated issues. - Managing and reporting on all incoming technical support inquiries. - Onboarding new technical support team members and assisting in creating team KPIs. - Monitoring team performance metrics and implementing preventive measures to reduce customer faults. - Reviewing and improving technical support processes and documentation for continuous enhancement. - Evaluating trends to proactively prevent future issues and providing customer self-service tools. Qualifications required for this role include: - Proven experience in people management and leadership. - Excellent communication skills, both oral and written. - Strong problem-solving abilities and analytical skills. - Prior experience in managing customer-focused teams. - Bachelor's degree in Information Technology or a related field preferred. - Minimum of five years of experience in a Technical Support role. Infimobile offers a dynamic work environment with benefits such as flexible working hours, provided food, health insurance, and paid sick time. The position may involve working in a high-growth mode with occasional tasks beyond the outlined responsibilities, requiring a proactive and flexible approach. If you are passionate about providing top-notch technical support and driving customer satisfaction, this role at Infimobile could be the perfect fit for you.,