job description
Are you a seasoned technical support professional with a passion for leadership? Jobs360 is seeking a Technical Support Team Lead to join our dynamic team in a permanent work-from-home capacity. In this role, you will lead a team of Level 2 Technical Support Engineers, ensuring the delivery of high-quality technical support for our products and services. This is an exciting opportunity to drive customer satisfaction, mentor your team, and contribute to the success of our growing organization.
As a Technical Support Team Lead, you will be responsible for overseeing day-to-day operations, resolving escalated technical issues, and implementing best practices to enhance service delivery. You will work closely with cross-functional teams to improve processes, reduce response times, and ensure seamless customer experiences. If you thrive in a fast-paced environment and have a proven track record in technical support leadership, we want to hear from you!
This role offers the flexibility of remote work while providing the opportunity to make a significant impact on our business. Join us and take the next step in your career with a company that values innovation, collaboration, and excellence.
Responsibility
- Lead and mentor a team of Level 2 Technical Support Engineers, providing guidance, coaching, and performance feedback.
- Oversee the resolution of complex technical issues escalated by the support team, ensuring timely and effective solutions.
- Develop and implement best practices, policies, and procedures to enhance the quality and efficiency of technical support services.
- Collaborate with cross-functional teams, including product development and IT, to address recurring technical issues and improve product performance.
- Monitor and analyze support metrics, such as response times, resolution rates, and customer satisfaction scores, to identify areas for improvement.
- Conduct regular training sessions to upskill team members on new technologies, tools, and support methodologies.
- Act as the primary point of contact for high-priority customer escalations, ensuring a professional and satisfactory resolution.
- Contribute to the development of knowledge base articles, FAQs, and other support resources to empower customers and reduce support inquiries.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role.
- Strong technical knowledge of IT systems, networking, software, and hardware troubleshooting.
- Excellent communication and interpersonal skills, with the ability to lead and motivate a remote team.
- Proven ability to analyze data, identify trends, and implement process improvements.
- Experience with customer support tools, such as Zendesk, Freshdesk, or similar platforms.
- Certifications in IT support (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) are a plus.
- Ability to work independently in a remote environment while maintaining high productivity and collaboration.