Technical Support Team Lead

About the Job:

The Technical Support Team Lead is responsible for leading and managing the Technical Support Team for the assigned segment. The Team Lead works with the CSMs, Engineering, Enablement, and Implementation team. The Team Lead will be supporting the Tech Support Manager to help manage the team of 7-11 Support Engineers, coordinate activities to help resolve the issues of our customers and work towards upskilling and developing the team that can contribute to enhance the customer experience of Birdeye customers.

Responsibilities:

• Managing the day-to-day activities of the team.
• Maintaining the team schedule and calendar and coordinating all training activities for the team members.
• Helps resolve product issues or unresolved technical problems that the Support Engineer is not able to resolve or have been escalated to management.
• Manages and plans staff levels and schedules to ensure adequate customer support coverage.
• Ensures training programs, tools, and materials are assigned and maintained.
• Trains, coaches, and evaluates the Tech Team and their activities to ensure best-in-class Tech Support.
• Coaches and provides detailed guidance to team members. Reviews the performance of team members for quality and works to ensure team members provide excellent troubleshooting and customer service.
• Interacts and communicates effectively with internal groups including CSMs, Onboarding and Products as well as external clients.
• Coordinates technical support requests with Onboarding, Products, and customers. Ensures compliance with SOPs by team members.
• Coordinates product training for theTech Support teams. Coordinates with cross-functional teams such as Onboarding, Product and Engineering to identify any product issues that may be there and enhance product experience of our customers.
• Attends and contributes to customer, and company meetings.
• Participates in technical training, All Hands, Stand Ups, Internal as well as Business Reviews with the clients.
• Assists senior management with the development of result-oriented Technical Support and Operations strategies.
• Develops and maintains a productive work team by training personnel, auditing, and managing performance.
• Second-in-command to the manager and provides leadership coverage to the teams with integrity, ethical business practices, and in accordance with Birdeyes policies, procedures, and practices.
• Customarily and regularly directs the work of 7 or more full-time employees or their equivalent.
• Makes suggestions and recommendations for these employees regarding performance, including hiring, transfer, advancement, and termination.
• Manages daily operations to meet department and company objectives.
• Works with minimum supervision and makes independent judgments.
• Flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments.
• Initiates, establishes and maintains highly effective relationships with internal and external business contacts of various cultures, and at all levels.
• Extremely dependable and trustworthy.
• Demonstrates knowledge, experience and understanding of critical job functions of the team.
• Assists management with development of results-oriented strategies.
• Regular attendance at work is an essential part of the job.

• Extensive experience 8+ years in customer service and technical support leading/ guiding teams
• Profound knowledge in SQL, analyzing and interpreting technical content and troubleshooting/ debugging
• Strong project management and time management skills.
• Excellent interpersonal and presentation skills. Able to communicate with people at all levels.
• Professional verbal and written communication skills in English
• First leadership experience would be helpful.
• Flexible to meet the changing needs of the business and ability to take on new responsibilities and assignments; ability to deal with multiple priorities in a fast-paced, deadline-oriented environment.
• PC experience in a Microsoft Windows environment, proficient with internet e-mail, Microso Word, Excel, PowerPoint, Outlook, and other software.
• Experience with SaaS based companies will be an advantage