Lead Technical Support Specialist

1 week ago

Austin, Texas, United States SupportNinja Full time
About SupportNinja

At SupportNinja, we are passionate about fostering growth. Our mission is to empower businesses to thrive while nurturing individual careers. Established in 2015, we specialize in connecting companies with a diverse talent pool, providing innovative solutions for scalability.

We redefine the BPO landscape by focusing on exceptional talent development, cutting-edge technology, and a commitment to challenging conventional outsourcing practices. Our dedicated services include comprehensive customer support, lead generation, and community management tailored for rapidly expanding tech firms.

Role Overview

The Technical Support Lead will oversee both Tier 1 and Tier 2 Technical Support teams, ensuring the delivery of outstanding customer service. The ideal candidate will possess strong leadership capabilities, exceptional communication skills, and a solid technical foundation, along with experience in managing support teams.

Key Responsibilities
  • Lead and manage the Tier 1 and Tier 2 Technical Support teams.
  • Oversee BPO partnerships to uphold company standards.
  • Evaluate team performance, providing coaching and mentorship.
  • Develop and refine support processes and protocols.
  • Guarantee that team members deliver exceptional customer support.
  • Address escalations from Tier 1 and Tier 2 representatives.
  • Collaborate with Engineering teams to diagnose issues and relay feedback to product development.
  • Identify opportunities for enhancement and promote continuous improvement across departments.
  • Create and maintain customer resources, including help articles and internal tools.
  • Perform additional duties as required.
Qualifications
  • Minimum of 5 years in technical support, with at least 2 years in a leadership role.
  • Proven experience in managing customer support teams and implementing process improvements.
  • Excellent written and verbal communication skills.
  • Strong analytical and problem-solving abilities.
  • Ability to thrive in a collaborative team environment.
  • Experience in replicating bug issues (Development/Support).
  • Client management experience.
  • Familiarity with SQL and data analysis is advantageous.
Benefits

As a full-time employee, you will enjoy:

  • Competitive compensation package.
  • Comprehensive government-mandated benefits.
  • Retirement Savings Program with company matching.
  • Life insurance coverage.
  • Health Maintenance Organization (HMO) from day one.
  • Paid time off and birthday leave.
  • Bonus and incentive plans.
  • Opportunities for skills training and personal development.
  • Employee Referral Program.
  • Access to a vibrant office environment (for onsite employees).
  • Daily complimentary lunch (for onsite employees).

Join us at SupportNinja, where we believe in infinite growth and a better way to succeed.

Disclaimer: The responsibilities outlined above are general in nature and may evolve as necessary. SupportNinja is an Equal Employment Opportunity employer, committed to diversity and inclusion in the workplace.

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