Job
Description
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 providing oversight, coaching, and training to the technical support team - Serving as the point of contact for technical escalations and ensuring all customer inquiries are resolved promptly and professionally - Recording and tracking team SLAs and workflows, and managing and reporting on all incoming technical support inquiries - On-boarding new technical support team members and assisting in the creation of team KPIs - Monitoring team performance, reporting on metrics, and implementing necessary preventive measures to reduce customer faults and issues - Reviewing technical support processes and documentation for continuous improvement, and creating and implementing customer self-service materials and tools - Evaluating and analyzing trends to prevent future issues Qualifications and Skills required for this role include: - Proven people management and leadership skills - Excellent oral and written communication skills - Strong problem-solving, analytical, and troubleshooting abilities - Ability to multitask efficiently under time pressure and work with cutting-edge technology - Previous experience in managing customer-focused teams and a Bachelor's degree in Information Technology or a related field preferred - Five or more years of experience in a Technical Support role Infimobile offers a Full-time position with flexible working hours and benefits such as a flexible schedule, provided food, health insurance, and paid sick time. The company operates on a rotational shift basis and seeks candidates with work experience with US clients. Please note that this job description may not cover all aspects of the role, as Infimobile is in a high growth phase. As a Tech Support Team Lead, you may be required to complete tasks beyond those mentioned above, leveraging your skills and availability. If you are passionate about providing top-notch technical support and leading a team to success, this role at Infimobile could be the perfect fit for you. Apply now to join our dynamic and innovative team! 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 providing oversight, coaching, and training to the technical support team - Serving as the point of contact for technical escalations and ensuring all customer inquiries are resolved promptly and professionally - Recording and tracking team SLAs and workflows, and managing and reporting on all incoming technical support inquiries - On-boarding new technical support team members and assisting in the creation of team KPIs - Monitoring team performance, reporting on metrics, and implementing necessary preventive measures to reduce customer faults and issues - Reviewing technical support processes and documentation for continuous improvement, and creating and implementing customer self-service materials and tools - Evaluating and analyzing trends to prevent future issues Qualifications and Skills required for this role include: - Proven people management and leadership skills - Excellent oral and written communication skills - Strong problem-solving, analytical, and troubleshooting abilities - Ability to multitask efficiently under time pressure and work with cutting-edge technology - Previous experience in managing customer-focused teams and a Bachelor's degree in Information Technology or a related field preferred - Five or more years of experience in a Technical Support role Infimobile offers a Full-time position with flexible working hours and benefits such as a flexible schedule, provided food, health insurance, and paid sick time. The company operates on a rotational shift basis and seeks candidates with work experience with US clients. Please note that this job description may not cover all aspects of the role, as Infimobile is in a high growth phase. As a Tech Support Team Lead, you may be required to complete tasks beyond those mentioned above, leveraging your skills and availability. If you are passionate about providing top-notch technical support and leading a team to success, this role at Infimobile could be the perfect fit for you. Apply now to join our dynamic and innovative team!
