About the Role:
Technical Support Engineer Lead is responsible for overseeing a team of technical support engineers and ensuring the efficient and effective resolution of customer issues and inquiries. This role will provide technical guidance and support to the team members, manage escalations, and collaborate with other departments to improve customer satisfaction.
Main Responsibilities:
– Oversee the day-to-day operations of the Technical Support Team
– Leading and managing a team of technical support engineers, including hiring, training, and performance management.
– Providing technical guidance and support to team members, including troubleshooting complex issues and providing solutions.
– Managing and prioritizing customer escalations to ensure timely resolution and customer satisfaction.
– Collaborating with other teams, such as product development and quality assurance, to identify and resolve recurring customer issues.
– Developing and implementing processes and procedures to improve the efficiency and effectiveness of the technical support team.
– Monitoring and analyzing support metrics and KPIs to identify areas for improvement and implement corrective actions.
– Acting as a point of contact for key customers, building and maintaining strong relationships to understand their needs and provide exceptional support.
– Participating in cross-functional projects and initiatives to drive improvements in customer support processes and systems.
– Work to create any relevant support material for the team
Qualifications and Skills:
– Candidate must possess at least a Professional Certificate, Diploma in Computer Science/Information Technology, or equivalent.
– Customer service skills, with the ability to effectively communicate and assist both internal and external customers.
– Proven people management and leadership skills
– Strong problem solving and communication skills
– Good understanding of Linux systems.
– Good understanding of cloud platform.
– Familiarity with network settings and troubleshooting.
– Good knowledge in scripting and automation is an advantage.
– Experience in technical support or customer service management.
– Language proficiency: English
