Customer Support Leader
16 hours ago
Are you a seasoned customer support professional looking for a new challenge? IntelliPro Group Inc. is seeking an experienced Customer Support Leader to join our team in Anaheim, California. This is a full-time position with a salary range of $65,000 - $80,000 per year.
As a Customer Support Leader, you will be responsible for leading a team of technical support specialists and managing the delivery of high-quality technical support services to customers experiencing issues with laser systems. You will provide guidance, training, and mentorship to your team members, ensuring they have the skills and knowledge needed to resolve complex technical issues efficiently.
Key Responsibilities:
- Lead and manage a team of technical support specialists
- Provide guidance, training, and mentorship to team members
- Serve as the escalation point for complex technical issues
- Investigate escalated cases, analyze root causes, and develop solutions
- Diagnose and troubleshoot technical issues reported by customers
- Maintain regular communication with customers to provide updates on case status and gather additional information
- Foster positive relationships with customers by demonstrating empathy, professionalism, and a commitment to customer satisfaction
- Develop and maintain technical documentation to assist customers and technical support staff
- Monitor the quality and consistency of technical support services provided by the team
- Conduct regular reviews of support interactions and provide feedback and coaching to team members
- C Coordinate and facilitate training sessions, workshops, and skill-building exercises for technical support staff
- Set performance goals and objectives for technical support staff and monitor performance metrics and KPIs
Qualification and Skills:
- Bachelor's degree in engineering, Computer Science, or related field
- 5+ years of experience in customer or technical support roles in a product-based company, with at least 2 years in a leadership position
- Mandarin Chinese language requirement
- Strong troubleshooting skills and the ability to diagnose and resolve complex product-based technical issues
- Excellent communication and interpersonal skills
- Leadership and team management abilities
- Customer-focused mindset with a commitment to delivering exceptional technical support
IntelliPro Group Inc. offers a competitive salary range of $65,000 - $80,000 per year and benefits that include opportunities for growth and development within the company. If you are a motivated and experienced customer support professional looking for a new challenge, please apply today
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