Technical Support Team Lead

Team Lead - Technical Support (Wzatco Projectors)

Job Overview:

The Team Lead Technical Support will be responsible for overseeing a team of technical support specialists in providing exceptional service to customers experiencing issues with projectors. This role requires a strong understanding of projector issues, handle escalations, excellent leadership skills, and the ability to mentor and guide a team to ensure that all technical issues are resolved promptly and professionally. The Team Lead will work closely with other departments to improve customer satisfaction, drive continuous improvement in support processes, and help maintain the company's reputation for outstanding customer service.

Key Responsibilities:

1. Team Leadership & Development:

• Lead, mentor, and develop a team of technical support agents to ensure high performance and productivity.
  
• Provide ongoing training, coaching, and support to team members to improve their technical knowledge and customer service skills.
  
• Conduct regular performance evaluations and provide feedback to team members for continuous improvement.
  
• Manage team scheduling and ensure adequate coverage during peak support times.
  

2. Technical Support Oversight:

• Oversee the resolution of complex customer technical issues related to projectors, including installation, setup, troubleshooting, and repair.
  
• Serve as an escalation point for unresolved technical problems, providing advanced troubleshooting and resolution guidance.
  
• Maintain and update a knowledge base with technical solutions, FAQs, and troubleshooting guides to ensure the team has access to current information.
  

3. Customer Satisfaction & Issue Resolution:

• Ensure that all technical support tickets are addressed in a timely manner, prioritizing urgent issues.
  
• Collaborate with customers to understand their technical challenges and ensure the most effective and efficient solutions are provided.
  
• Follow up with customers post-issue resolution to ensure satisfaction and gather feedback for improvement.
  

4. Process Improvement:

• Identify recurring technical issues and work with the engineering and product teams to develop solutions or improvements to the product.
  
• Implement best practices for troubleshooting and problem resolution, striving for increased first-contact resolution rates.
  
• Suggest improvements to the support workflow, tools, and resources to streamline operations.
  

5. Collaboration with Other Departments:

• Work closely with sales, engineering, and product development teams to communicate customer feedback and technical issues.
  
• Assist in testing new projector products and features to provide feedback and ensure seamless integration with existing customer support processes.
  
• Collaborate with the training team to ensure technical documentation and customer-facing materials are accurate and up-to-date.
  

6. Reporting & Metrics Management:

• Track team performance using key metrics such as response times, resolution times, and customer satisfaction scores.
  
• Prepare and present regular reports to upper management on team performance, trends, and customer feedback.
  
• Identify areas for improvement and propose strategies to enhance support services.