The Technical Support Team Lead is responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team.
Mentor and provide oversight, coaching, and training to technical support engineers and be the point of contact when it comes to technical escalations.
Record and track team SLAs and provide support where needed for both internal and external customers.
Monitor team performance and report on metrics.
Assess support interactions based on process standards
Be actively involved with the operational delivery by keeping a close track of NPS, C Sat, FCR, AHT, and productivity of the team members.
Ensure that all customer inquiries and issues are resolved correctly and in a prompt and professional manner.
Review all technical support related processes and documentation for continuous improvement.
Providing timely feedback to team members and resolve issues.
Create an open communication culture and an inspiring team environment.
Lead by Example in professionalism, Communication, and technical Expertise.
Set and monitor targets for support staff, focusing on improving and developing performance and knowledge to ensure that SLAs are met
Proven people management and leadership skills
Excellent communicator, both oral and written
Strong problem solving and communication skills
Strong analytical skills to investigate and resolve technical support tickets
Able to multi-task efficiently under time pressure
Previous experience in managing customer focused and performance driven teams
Proven experience in managing a service and support focused team culture
Five Years plus experience in a Technical Support team management role