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Technical Lead

1 month ago

Rockford, Illinois, United States Modaxo, Inc. Full time
Job Title: Technical Lead

Modaxo, Inc. is seeking a highly skilled Technical Lead to join our team. As a Technical Lead, you will be responsible for ensuring that our customers receive world-class support.

Key Responsibilities:
  • Manage and mentor a team of technical support analysts to ensure high levels of productivity and quality.
  • Prioritize and balance competing issues with deference to urgency, length of outstanding time, and political sensitivity.
  • Work with the Manager, Customer Care to ensure Key Performance Indicators (KPIs) are being met.
  • Interact regularly with Hosted IT to ensure smooth operations within the Hosted environment.
  • Develop and implement new processes to provide clients with a superior customer-friendly experience.
  • Monitor inbound case queues and set priorities as required.
  • Serve as the technical lead and first point of contact for escalation of complex cases and team questions.
  • Develop relationships with escalated customers and strengthen existing relationships with customers.
  • Work closely with Development on application-related issues.
  • Resolve clients' application questions or problems in the areas of database, system configurations/setup, product functionality, and business enhancements.
  • Write and troubleshoot SQL queries.
  • Install upgrades/updates/patches/releases.
  • Conduct user training remotely or in a classroom format.
  • Provide 24/7 on-call support.
Requirements:
  • Solid problem-solving and consultative skills.
  • Strong presentation, communication, organization, multitasking, and time management skills.
  • Extensive MS SQL database knowledge.
  • Knowledge of MS Windows desktop and server operating systems, networks, and hardware desired.
  • Ability to multi-task and be the escalation point for cases from other team members.
  • Previous experience with incident reporting/bug reporting/call tracking systems an asset.
  • Five years or more Customer Service and/or application support experience.
  • Ability to work in a team environment.
  • Supervisory and/or leadership experience an asset.
  • Knowledge of non-emergency medical transportation industry is essential.
  • Knowledge of Momentm product suite an asset.
  • Post-secondary education in computer science or engineering; or equivalent an asset.
  • Willingness to travel on short notice - typically 10% annually.