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Technical Support Team Lead
1 month ago
CENTEGIX is seeking a highly skilled Technical Support Supervisor to lead our team of technical support analysts. As a key member of our customer support team, you will be responsible for ensuring our customers receive exceptional technical support and troubleshooting assistance.
Key Responsibilities- Lead a team of technical support analysts to provide exceptional technical support and troubleshooting assistance to customers.
- Collaborate with internal teams, including Command Center, Field Services, and Engineering, to address and resolve customer issues with a focus on first call resolution.
- Develop and maintain department technical documentation, including user guides, troubleshooting procedures, and knowledge base articles.
- Conduct training sessions, both in-person and remote, to educate on system functionality and troubleshooting best practices.
- Use insights from customer interaction data to collaborate with Product Management and Engineering to help drive the development and improvement of our tools, products, and services.
- Stay up-to-date with the latest technological advancements, industry trends, and best practices in the field of safety and emergency response systems.
- 5+ years leadership experience in technical support roles, preferably in the software or technology industry.
- Expertise in metrics-driven performance management.
- Bachelor's degree in Information Technology, or a related field (or equivalent work experience).
- Proficiency in troubleshooting software issues in Windows and MacOS.
- Knowledge of wireless technologies including Zigbee and LoRaWAN.
- Understanding of network protocols, including TCP/IP, DHCP, DNS.
- Experience with CRM Systems (Salesforce).
- Extensive experience creating Technical standard operating procedures and knowledge base content.
- Hybrid work environment; we offer workplace flexibility.
- Participation in company-wide discretionary bonus.
- 15 days paid time off.
- 11 paid holidays.
- Monthly device(s) reimbursement.
- We offer a range of health care plans to meet your needs (medical, dental, vision).
- 401(k) Plan with 4% employer contribution to help you plan for the future.
- Employee Referral Bonus.
- Charitable Program Match.
CENTEGIX is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.
