Technical Support Lead

Role Overview: As the Technical Support Team Lead at Tycho, you will be responsible for overseeing the daily operations of the technical support team while actively participating as a member of the team. You will collaborate with the Director of Customer Success to provide exceptional support to customers via phone, email, and chat. Your role involves leading by example, organizing work, generating reports, managing escalations, handling ad hoc projects, and contributing to training initiatives. Key Responsibilities: - Supervise the day-to-day activities of the Technical Support Team. - Serve as a senior agent to enhance customer satisfaction through support services. - Mentor and provide guidance, coaching, and training to technical support staff. - Act as the primary contact for technical escalations and communicate issues effectively to Tier 3 and product managers. - Manage and report on all incoming technical support inquiries. - Participate actively in operational delivery and User Acceptance Testing (UAT) for new product and feature releases. - Offer feedback to internal staff and customers on resolved and ongoing problems and incidents. - Contribute to the development and implementation of customer self-service materials and tools. Qualifications Required: - Experience in overseeing technical support operations. - Strong communication skills to drive customer satisfaction. - Ability to mentor, coach, and train technical support staff effectively. - Proficiency in managing technical escalations and liaising with other teams. - Skilled in generating and presenting reports on technical support inquiries. - Experience in operational delivery and User Acceptance Testing for new products and features. - Capability to provide feedback and support the development of customer self-service materials. (Note: The additional details of the company mentioned in the job description have been omitted as they were not present in the provided text),