Technical Support Team Leader

We are looking for an organized, analytical, and empathetic Technical Support Team Lead with great technical, relational, and communication skills to guide clients to success.

• Oversee the day-to-day operations of the Support Team
• Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions
• Act as a mentor and provide oversight, coaching, and training to the technical support staff
• Be the point of contact for technical escalations
• Record and track team SLAs and workflows
• Provide support where needed for both internal and external customers
• Act as a senior agent who will drive customer satisfaction via support
• Manage and report on all incoming technical support inquiries
• On‑board and train new technical support team members
• Assist in the creation of the team KPIs as well as monitor and report...