Technical Lead

2 weeks ago


Columbus, Ohio, United States Modaxo, Inc. Full time
Job Summary:

As a Technical Lead, you will be responsible for ensuring that Momentm's customers receive world-class support. This role requires exceptional technical, organizational, and change management skills. You will mentor a team of customer support Application Support Analysts and demonstrate productivity and quality through effective motivation of the Client Care team.


Key Responsibilities:

  • Manage and mentor the technical Client Care resources on the CC team, ensuring high levels of productivity.
  • 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 (KPI's) are being met.
  • Interact regularly with Hosted IT to ensure smooth operations within the Hosted environment.
  • Identify and roll out 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.
  • Conduct user training remotely or in a classroom format.
  • Provide 24/7 on-call support.

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