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Technical Support Team Lead

2 months ago

Boynton Beach, United States Kiosoft Technologies Full time

KioSoft Technologies (KioSoft) is a growing hardware/software company providing turnkey custom solutions for the Commercial Laundry, Vending, and other unattended Payment Industries. KioSoft has operations in the United States, Mexico, Canada, China, Korea, and authorized dealers worldwide.

The company's strength lies in its ability to provide a comprehensive blend of superior technology and customized software solutions. These range from the most basic machine interfaces to custom applications to branding to complex networking solutions.

We are looking for a highly motivated Technical Support Teal Lead to help manage our Support team in the USA and Mexico. We strive to maintain a professional, yet relaxed working environment while providing room for growth.

Main Duties and Responsibilities

Technical/Customer Support:

  • Serve as the primary point of contact for complex customer inquiries and escalations, providing timely and accurate resolutions.
  • Coordinate with cross-functional teams, including engineering and vendor teams to address customer issues and ensure prompt resolution.
Technical Expertise:
  • Maintain a deep understanding of KioSoft Technologies products, features, and functionality.
  • Act as a subject matter expert, assisting team members and customers with advanced troubleshooting, configuration, and customization inquiries.
  • Stay updated with the latest industry trends and best practices related to KioSoft Technology products, providing insights and recommendations to improve the customer experience.
Continuous Process Improvement:
  • Proactively contribute to knowledge base articles and self-help materials to empower customers and reduce support ticket volumes.
Customer Advocacy/Customer Success:
  • Serve as a customer advocate within the organization, representing customer needs, pain points, and feedback to relevant teams.
  • Drive initiatives to proactively improve product usability, documentation, and user experience based on customer insights.
Qualifications
  • Associate's degree in a relevant field or equivalent practical experience in lieu of education.
  • Previous experience as a Service Desk Analyst or in a similar IT support role with demonstrated leadership capabilities.
  • Strong technical knowledge of IT systems, hardware, software, networking, and troubleshooting methodologies.
  • Excellent leadership and interpersonal skills, with the ability to motivate and inspire a team to achieve targets and provide exceptional customer service.
  • Proficient in using service desk ticketing systems and incident management procedures
  • Exceptional problem-solving and decision-making abilities, especially in high-pressure situations.
  • Outstanding communication skills, both verbal and written, to interact effectively with stakeholders at all levels.
  • Proven experience in driving process improvements and implementing best practices in IT service delivery.
  • Prior experience in a customer support role, preferably supporting payment technology, IOT, or similar technology.
  • Strong technical aptitude and ability to quickly learn and understand complex software products.
  • Excellent problem-solving and analytical skills with a proactive approach to issue resolution.
  • Exceptional communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical customers.
  • Familiarity with support ticketing systems and customer relationship management (CRM) tools.
  • Ability to thrive in a fast-paced and dynamic environment while maintaining a focus on customer satisfaction.
  • Must be a U.S. citizen residing in the United States.
  • Ability to travel nationally up to 30% of the time to customer sites for in-person training sessions.
Preferred Qualifications
  • Experience with knowledge base creation and Knowledge-Centered Service (KCS) standards.
  • Previous experience with supervising a team
Physical Requirements
  • Must be able to be in a stationary position more than 50% of the time.
  • Must be able to communicate, converse, and exchange information with peers and senior personnel.
  • Constantly operates a computer and other office productivity machinery, such as a computer.
  • The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.
  • The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.


Please Note:

We are an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted.

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