Technical Support Lead

Job Title:

Location:

Experience Required:

Job Overview:

Technical Support Lead

Key Responsibilities:

1. Team Leadership:

2. Lead, mentor, and motivate a team of technical support specialists to meet performance goals and ensure high service standards.

3. Issue Resolution:

4. Oversee the resolution of customer inquiries and technical issues. Manage escalations and ensure timely follow-ups to maintain high customer satisfaction.

5. Resource Management:

6. Allocate team resources efficiently to meet service level agreements (SLAs) and optimize productivity.

7. Training and Development:

8. Deliver ongoing training, coaching, and performance feedback to enhance both technical and customer service capabilities within the team.

9. Process Improvement:

10. Identify and implement improvements in support workflows to increase efficiency and service quality.

11. Quality Assurance:

12. Establish and maintain quality assurance measures to ensure consistent, high-quality support delivery.

13. Cross-Functional Collaboration:

14. Work closely with product, engineering, and sales teams to resolve issues, gather feedback, and contribute to product enhancements.

15. Reporting and Analysis:

16. Track key performance metrics, analyze trends, and create detailed reports to monitor team and platform performance.

17. Customer Advocacy:

18. Act as the voice of the customer within the organization, communicating customer feedback and helping drive service improvements.

19. Technical Expertise:

20. Maintain a strong understanding of company products and technologies. Provide hands-on technical guidance and support to the team and customers as needed.

Required Qualifications & Skills:

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• Minimum 5 years of experience in a technical support role, including at least 2 years in a leadership capacity
• Strong technical background in troubleshooting software, hardware, and networking issues
• Advanced proficiency in SQL and Microsoft Office tools (Excel, Word, PowerPoint)
• Excellent communication skills, both written and verbal
• Proven leadership and team management skills
• Familiarity with ITIL principles and technical support best practices
• Experience using CRM systems and helpdesk software
• Ability to work in a fast-paced environment and manage shifting priorities
• Flexibility to work outside regular hours, including weekends and holidays, as needed
• ITIL certification (preferred but not mandatory)

What We Offer:

• A leadership role in a growing and dynamic technical team
• Opportunities to collaborate across departments and influence product evolution
• Professional development, training, and career growth opportunities
• A customer-focused culture with a commitment to quality and innovation