Experience required : 10-15 Years of Exp.
Job Description
The Tech Support Lead is a critical role within our Technical Support Department. This individual will be responsible for leading a team of technical support professionals to deliver exceptional customer service and resolve all technical issues. The Tech Support Lead will be the point of escalation for all major technical issues, and will work closely with our development teams to provide feedback and drive continuous improvement.
Responsibilities of Tech Support Lead
- Lead and manage a team of technical support professionals, ensuring they deliver high-quality customer service and technical support.
- Troubleshoot and resolve complex software, hardware, and networking issues.
- Utilize support tools, ticketing systems, and remote diagnostics to manage and track issues.
- Collaborate with development teams to provide technical feedback and drive continuous improvement.
- Manage the CRM platform to ensure all customer interactions are tracked and managed effectively.
- Implement ITIL processes or other best practices in service management to improve efficiency and effectiveness of the technical support team.
- Handle change management processes, ensuring all changes are properly documented and communicated to the team.
- Develop and implement strategies for improving team performance and customer satisfaction.
- Provide critical thinking and problem-solving skills to address complex technical issues.
- Conduct regular team meetings to discuss ongoing issues, updates, and team performance.
- Provide training and mentorship to team members to enhance their technical skills and customer service abilities.
- The Tech Support Lead will play a crucial role in maintaining the high-quality technical support our customers expect, and driving continuous improvement within the team.
Functional Competencies
- Troubleshooting and Resolving Issues: The candidate should have a strong ability to diagnose and fix software, hardware, and networking issues. This involves understanding the problem, identifying the root cause, and implementing a solution.
- Understanding of Support Tools: The candidate should be proficient in using support tools such as ticketing systems and remote diagnostics. These tools are essential for managing and resolving customer issues.
- Collaboration with Development Teams: The candidate should be able to work closely with development teams, providing them with technical feedback to help improve the product.
- Familiarity with ITIL Processes: The candidate should have a good understanding of ITIL processes or other best practices in service management. This knowledge is crucial for ensuring that the technical support team operates efficiently and effectively.
Behavioral Competencies
Adaptability & Flexibility
- Quickly adjusts to changing priorities, requirements, and workloads without compromising quality.
- Demonstrates openness to new ideas, approaches, and processes, enabling swift response to business needs.
Time Management & Prioritization
- Manages time efficiently by prioritizing tasks based on urgency and impact, ensuring timely completion of high-priority tasks.
- Balances multiple responsibilities effectively, knowing when to delegate or seek support.
Resilience & Stress Tolerance
- Maintains composure and professionalism in high-pressure situations, using stress as a motivator rather than a deterrent.
- Recovers quickly from setbacks, demonstrating perseverance and a positive attitude.
Proactive Problem Solving
- Anticipates potential challenges and takes initiative to address them before they escalate.
- Demonstrates a can-do attitude, approaching problems creatively and constructively, even with tight deadlines.
Effective Communication
- Communicates clearly and concisely, ensuring everyone involved is aligned, even in high-stakes, time-sensitive scenarios.
- Provides timely updates on progress and potential roadblocks, ensuring transparency and efficient team collaboration.
Focus & Attention to Detail Under Pressure
- Maintains a high level of accuracy and attention to detail, even with urgent deadlines and competing demands.
- Double-checks work to prevent errors, demonstrating commitment to quality despite time constraints.
Ownership & Accountability
- Takes responsibility for outcomes, following through on commitments regardless of pace or pressure.
- Proactively addresses issues that may affect results, maintaining accountability for individual and team goals.
Continuous Learning & Agility
- Embraces continuous improvement, quickly learning new tools, processes, or skills that enhance efficiency.
- Stays updated on industry trends and best practices, leveraging them to work more effectively.
Results Orientation
- Keeps the end goal in mind, focusing on outcomes and delivering tangible results within deadlines.
- Measures success by both efficiency and effectiveness, always seeking the most impactful ways to contribute to organizational goals.
Good to have skills
- Proficiency in Ticketing Systems and Remote Diagnostics: The candidate should have a high level of expertise in using ticketing systems and remote diagnostics. These tools are crucial for managing and resolving customer issues, and the candidate should be able to use them effectively and efficiently.
