Technical Support Lead
6 months ago
Position : Technical Support Lead
Contract : Permanent / Full Time
Client:
Job Responsibilities:
- Oversee the technical support team and ensure that they provide high‐quality support to customers
- Hiring, training, and motivating team members
- Developing and implementing technical support procedures and processes
- Measuring and evaluating the performance of the technical support team
- Resolve customer technical issues in a timely and efficient manner
- Analyzing customer problems and identifying the root cause
- Communicating with customers to keep them updated on the status of their issue
- Escalating issues to the appropriate team members or departments as needed
- Develop and maintain technical knowledge base and documentation
- Creating and updating documentation on products and services
Qualifications:
- Bachelor's degree or Diploma in Computer Science, Information Technology, or equivalent in related field.
- Minimum 8 years of experience in technical support
- Strong understanding of technical support principles and practices
- Experience with technical support tools and platforms
- Teamwork
- Analytical skills
- Customer service
- Documentation
- Training
- Report writing
**Job Types**: Full-time, Permanent
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