Technical Support Lead

We are looking for a passionate and experienced Technical Support Lead to join the talented team at BlackStone eIT. In this role, you will oversee the daily operations of our technical support department, ensuring that our clients receive optimal assistance with our products and services. Your leadership will empower team members to resolve technical issues efficiently and will contribute to elevating customer satisfaction.

Key Responsibilities

• Lead, mentor, and develop a team of technical support agents, promoting a collaborative and productive environment.
• Troubleshoot complex technical issues escalated by team members and offer solutions to ensure customer problems are resolved.
• Establish and refine support processes, ensuring adherence to service level agreements (SLAs).
• Analyze support metrics and trends to identify areas for improvement and implement strategies accordingly.
• Provide ongoing training to the support team on new products, services, and troubleshooting techniques.
• Act as a liaison between the support team and other departments to communicate customer needs and feedback.
• Maintain comprehensive documentation and knowledge base articles to assist the support team and customers.

Requirements

Benefits