About this role
The team is seeking a Team Leader for Technical Support to drive and manage the performance of their support team. This role is essential in ensuring that the team consistently meets or exceeds key performance indicators (KPIs) including Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handle Time (AHT), Quality, and Productivity.
Key Responsibilities:
- Drive and manage overall team performance to meet KPIs.
- Provide real-time coaching, guidance, and support to technical support agents and subject matter experts (SMEs).
- Handle complex customer escalations related to hardware, software, networking, and system configuration issues.
- Act as the primary point of contact for process or product-related inquiries that require advanced troubleshooting.
- Collaborate with other departments to enhance the support process and improve customer experience.
Required Skills & Qualifications:
- Proven experience in a technical support role, with a strong understanding of hardware, software, and networking.
- Excellent leadership and team management skills.
- Strong problem-solving abilities and the capacity to handle escalated issues effectively.
- Proficient in using support tools and technologies.
- Exceptional communication skills, both verbal and written.
Experience:
- A minimum of 5 to 8 years of experience in technical support, with at least 2 years in a leadership role.
What we offer:
- A dynamic work environment with opportunities for professional growth and development.
- The chance to lead a talented team and make a significant impact on customer satisfaction.
- Comprehensive training and support to help you succeed in your role.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.