Tech Support Lead - IT Operations (2-3 yrs) (Career Dynamics)

Responsibilities :

- Oversee the day-to-day operations of the Technical Support Team.

- Act as a senior agent who will drive customer satisfaction through customer support.

- Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions.

- Act as a mentor and provide oversight, coaching, and training to technical support staff.

- Be the point of contact when it comes to technical escalations.

- Record and track team SLAs and workflows.

- Provide support where needed for both internal and external customers.

- Clearly communicate escalated issues to L3 and product managers as needed.

- Manage and report on all incoming technical support inquiries.

- On-board all new technical support team members.

- Assist in the creation of the team KPIs as well as monitor and report on results.

- Be actively involved with the operational delivery if required for new product and feature releases.

- Monitor team performance and report on metrics.

- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.

- Work to create any relevant support material for the team in conjunction with L3 support.

- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents.

- Implement any necessary preventive measures to reduce customer faults and issues.

- Review all technical support related processes and documentation for continuous improvement.

- Assist in the creation and implementation of customer self-service material and tools.

- Evaluate and analyze Salesforce and Field Technicians trends to prevent future issues.

KNOWLEDGE, SKILLS & ABILITIES REQUIRED :

- Proven people management and leadership skills

- Excellent communicator, both oral and written

- Strong problem solving and communication skills

- Love being the first line of support and troubleshooting issues

- Strong analytical skills to investigate and resolve customer support tickets

- Able to multi-task efficiently under time pressures

- Able to work with cutting edge technology and assimilate information rapidly

- Previous experience in managing customer focused teams

- Proven experience in managing a service and support focused team culture

- Associates or Bachelor degree in Information Technology / Electronics Communications or a related field preferred.

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