Role overview:
The Technical Lead manages a team of Technical Support analysts who are the focal point and direct interface to customers providing effective solutions and communication on technical issues and product expertise. The Team Lead will also assist in escalations relating to service issues that may impact customer satisfaction, the image or revenue opportunities for our client. The individual will also, promote customer advocacy utilizing product and industry knowledge along with technical leadership in the areas of customer and our client activities.
As a Technical Support Lead your primary objective within the role is to efficiently and effectively lead, manage & develop the technical support team, driving exceptional service and KPI achievement. Communication skills, both technical and social, are critical within this role as you will be expected to communicate effectively with senior level technical and managerial teams both internal to our client and our customers.
Key responsibilities:
Process
o Time management
o Tools
o Process adherence
o Documentation
o Automation
o Technical operational standards
o Technical working practices
Technical Skills
N.B. The above does not represent an exhaustive list of responsibilities and tasks but indicates the main responsibilities required from employees in the role. The Company reserves the right to require employees to perform other duties from time to time.
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