Technical Support Team Lead

2 weeks ago


Toulouges, Occitanie, United States Cerris Full time
About the Role

We are seeking an experienced Technical Support Team Lead to join our team at Cerris. This role is responsible for leading a technical support team, ensuring timely and accurate customer service, recruiting and training representatives, and establishing customer service standards.

Key Responsibilities
  • Manage and evaluate the performance of the help desk team.
  • Ensure customer service is timely and accurate on a daily basis.
  • Recruit, train, and support help desk representatives and technicians.
  • Oversee customer service operations.
  • Ensure the timely resolution of technical issues.
  • Communicate with clients and provide in-person and phone support when required.
  • Ensure service level standards are being met.
  • Report on open support requests and prioritize open requests for resolution.
  • Interact with customers to gain feedback on our performance.
  • Establish customer service standards.
  • Contribute to improving customer support processes.
  • Provide feedback to internal teams.
  • Develop reports on team productivity.
  • Maintain a problem-solving attitude to ensure high-quality technical support.
Requirements
  • Proven experience in technical support or IT help desk management.
  • Strong knowledge of IT systems, software, and troubleshooting.
  • Excellent communication and leadership skills.
Benefits

Cerris offers competitive pay and benefits, including a salary range of $70,000 - $100,000 per year, depending on experience.

This position involves light to moderate physical demands, typically requiring sitting, walking, standing, bending, or carrying light items (10-25 pounds). The work environment involves everyday risks or discomforts that require normal safety precautions typical of offices, meeting and training rooms, commercial vehicles, or outdoors.

Equal Opportunity Employer

Cerris and our group of companies are an Equal Opportunity Employer-EEO/AA/M/F/D/V/VEVRAA.



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