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Title
Text copied to clipboard!Support Technical Leader
Description
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We are looking for a highly skilled and experienced Support Technical Leader to join our team. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for customer service. As a Support Technical Leader, you will be responsible for overseeing the technical support team, ensuring that customer issues are resolved efficiently and effectively. You will work closely with other departments to identify and resolve technical issues, develop and implement support processes, and provide training and guidance to your team. Your role will also involve analyzing support metrics to identify trends and areas for improvement, as well as developing strategies to enhance the overall customer experience. The successful candidate will have a proven track record of managing technical support teams, excellent problem-solving skills, and the ability to work in a fast-paced environment. If you are a motivated and results-driven individual with a passion for technology and customer service, we would love to hear from you.
Responsibilities
Text copied to clipboard!- Oversee the daily operations of the technical support team.
- Ensure timely and effective resolution of customer issues.
- Develop and implement support processes and procedures.
- Provide training and guidance to support team members.
- Collaborate with other departments to resolve technical issues.
- Analyze support metrics to identify trends and areas for improvement.
- Develop strategies to enhance the overall customer experience.
- Manage and prioritize support tickets and escalations.
- Conduct regular performance reviews and provide feedback to team members.
- Stay up-to-date with industry trends and best practices.
- Ensure compliance with company policies and procedures.
- Maintain a high level of customer satisfaction.
- Identify and address any gaps in the support process.
- Develop and maintain knowledge base articles and documentation.
- Participate in the recruitment and onboarding of new team members.
Requirements
Text copied to clipboard!- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in technical support or a related role.
- 3+ years of experience in a leadership or management position.
- Strong technical background and knowledge of support processes.
- Excellent leadership and team management skills.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment.
- Experience with support ticketing systems and tools.
- Proven track record of managing technical support teams.
- Ability to develop and implement support processes and procedures.
- Strong customer service orientation.
- Ability to analyze support metrics and identify trends.
- Experience with knowledge base management and documentation.
- Ability to stay up-to-date with industry trends and best practices.
Potential interview questions
Text copied to clipboard!- Can you describe your experience managing a technical support team?
- How do you ensure timely and effective resolution of customer issues?
- What strategies do you use to enhance the overall customer experience?
- Can you provide an example of a time when you identified and addressed a gap in the support process?
- How do you handle escalations and prioritize support tickets?
- What tools and systems have you used for support ticketing?
- How do you stay up-to-date with industry trends and best practices?
- Can you describe a time when you successfully resolved a complex technical issue?
- How do you provide training and guidance to your team members?
- What metrics do you use to analyze support performance and identify areas for improvement?
