Senior Technical Support Specialist

Job Role : Lead Technical Support

Job Description :

The Lead Technical Support will be responsible for leading the team of Technical Support Analysts, providing high-quality support to our customers in USA, London and other locations globally, resolving their issues efficiently, and ensuring a positive customer experience. This role requires excellent leadership skills, communication skills, advanced problem-solving abilities, and a customer-centric approach.

Key Responsibilities :

• Lead and mentor a team of technical customer support analysts, providing guidance and support
• Handle escalated customer inquiries and issues, ensuring timely and effective resolution
• Analyze customer feedback and support metrics to identify areas for improvement
• Develop and implement customer support policies and procedures
• Collaborate with other departments to address customer needs and improve service delivery
• Maintain accurate records of customer interactions and issue resolutions in the CRM system
• Provide training and development opportunities for the technical customer support team
• Respond to escalated customer inquiries via phone, email, and chat in a timely and professional manner
• Diagnose and troubleshoot technical issues reported by customers
• Provide technical support and assistance to customers via phone, email, or chat
• Identify and diagnose technical issues reported by customers
• Resolve technical problems in a timely and efficient manner
• Escalate complex issues to the appropriate departments or teams for resolution
• Assist customers with software installations and upgrades
• Document and track customer issues in a ticketing system
• Maintain accurate records of customer interactions and issue resolutions in the CRM system
• Collaborate with other teams to ensure timely resolution of customer issues
• Stay updated on product knowledge and industry trends to effectively assist customers
• Provide feedback and suggestions to improve customer support processes and tools
• Participate in the recruitment and onboarding of new team members

Qualifications :

Skills :