remote
Technical Support Team Lead - vertice
Software Engineer
Lead a technical support team, ensuring excellent customer service and efficient issue resolution. This role involves managing a team, troubleshooting complex technical problems, and improving support processes.
About the role
Key Responsibilities
- Lead and mentor a team of technical support specialists.
- Oversee the resolution of customer technical issues, ensuring timely and effective solutions.
- Develop and implement strategies to improve customer satisfaction and support efficiency.
- Train team members on new products, services, and support best practices.
- Monitor support metrics and provide regular reports on team performance.
- Collaborate with other departments to address recurring technical issues and product feedback.
Requirements
- Proven experience in a technical support role, with at least 2 years in a leadership capacity.
- Strong understanding of IT support principles and customer service best practices.
- Excellent problem-solving and analytical skills.
- Experience with ticketing systems and CRM software.
- Ability to effectively manage and motivate a team.