Technical Support Team Lead
3 weeks ago
Awecomm is a leading IT services company that delivers exceptional solutions to the small and midsize market. We are a nationally recognized top technology provider and are honored to be a Best & Brightest workplace. Our unique service platform provides complete IT solutions for our clients, enabling them to focus on their core business. We help our clients innovate with technology and process, driving their growth and success.
Our ValuesAt Awecomm, our values are core to our mission to be passionately supporting 25,000 great people:
- Be Transparent - open and honest is not optional
- Be Helpful - enthusiastic, flexible, supportive, and team oriented
- Be Exceptional - together we can go beyond great, and be exceptional
We are seeking a Technical Support Team Leader to lead and assist the technical support team with core service desk team activities. As a Technical Support Team Leader, you will be responsible for providing exceptional customer service to clients, leading the technical support team ticket processing to ensure team efficiency and adherence to process and procedures.
Key Responsibilities- Provide exceptional customer service to clients
- Lead the technical support team ticket processing to ensure team efficiency and adherence to process and procedures
- Be a role model in terms of execution of technical support team job responsibilities, including consistent execution of tickets, customer service, etc.
- Lead and assist the technical support team with core service desk team activities such as ticket management, troubleshooting hardware and software issues, and escalating issues to the proper team member for resolution
- Support and assist team members to ensure consistent team success with SLAs and client satisfaction results
- Optimize the quality review process and provide feedback to team members on areas for improvement
- Coach and mentor new hires and well as team members advancing to roles within the technical support team (i.e. SME areas, SDEP, Support System Administrator)
- Assist Support Services Manager with schedule coordination, process adherence, and quality reviews
- Lead proactive service initiatives
- Assist Support Service Manager in coordinating automation initiatives
- Assist with support ticket processing on an as-needed basis
- Provide support after-hours as part of a team on-call rotation
- Demonstrated passion for technology and client service
- Excellent communication and writing skills
- Proven ability to provide exceptional client service
- Consistent track record of demonstrated ambition with successful results
- Effective decision-making skills
- Proficient critical thinking skills
- Ability and passion to continuously learn new technologies in a fast-paced environment
- Bachelor's degree or experience in related field
- Proven leadership skills including leading team meetings, knowledge transfer to team members, etc.
- 4+ years of customer service experience
- Able to identify issues in job processes and improve them; automate processes when needed
- Demonstrated experience leading successful initiatives/special projects
You will fit right in if you love to provide exceptional service, work as a team, and love technology. We offer a casual work environment, fun office events and offsite activities, included 24/7 onsite fitness center, included access to onsite golf simulator, located in the heart of Troy, walking distance to several restaurants, onsite full-service caf, office lounge, snacks, and free flavored water and soft drinks. We also offer competitive pay and benefits, including 401k Plan with company match, team recognition program - earn points toward swag, gift cards, & more, and profit sharing plan - we all share in our collective success. Career advancement with free career development is also available.
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