Technical Support Team Lead
3 days ago
Job Title: Technical Support Team Lead
Job Summary:
StaffChase is seeking a highly skilled Technical Support Team Lead to oversee the daily operations of our call center. The ideal candidate will have a strong background in managing call center teams, tracking performance, and driving data-driven decision making.
Key Responsibilities:
Call Center Management:
- Manage call center best practices to ensure exceptional customer service.
- Recognize areas for improvement and develop action plans to present to management.
Team Leadership:
- Manage the Tech Support team's work and on-call schedules and rotations.
- Approve hourly employee timesheets.
Training and Development:
- Coordinate and facilitate customer service training for Technical Support team.
- Develop and maintain technical operation manuals, parts lists, repair guides, troubleshooting guides and training materials.
Reporting and Analysis:
- Document workflow and work procedures; establish and monitor department KPI's.
- Report to and work with management to periodically review and analyze service issues, trends, new technologies and costs.
Escalation and Support:
- Act as an escalation point for other Tech Support members on all issues before escalating issues to management.
- Provide end-user training on system functions via the internet and classroom.
Additional Responsibilities:
- Serve as backup to on-call members.
- Other duties as assigned.
Requirements:
Education:
Bachelor's degree.
Experience:
5+ years' experience in Tech Support, Customer Service or Help Desk.
Skills:
LAN & Operating Systems Knowledge.
Knowledge of external Point of Sale Systems and peripherals such as barcode scanners, receipt printers, credit card swipes and touchscreen monitors desired, not required.
Proficient with Microsoft Office Suite or related software.
Language:
English.
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