Technical Support Team Leader

hace 1 día

San José, Costa Rica Clearsource A tiempo completo

ClearSource is passionate about our Core Values
Customer First – We share an intense passion for creating an exceptional customer experience.
Personal Accountability – Commit to do the right thing and do it.
Humble Courage – Be brave enough to seek, deliver, and accept feedback.
Hungry – Do your best every day to make great things happen.
Happy & Healthy – Choose well, live well.
Do these values resonate with you?
ClearSource is seeking for a dependable Technical Support Team Leader to oversee and support our Service Desk team.
The Team Lead will not only address technical challenges but also guide and mentor the support team to meet and exceed client expectations What you will do as Team Leader Lead and mentor the Technical Support team, providing guidance and support to ensure consistent and high-quality service delivery.
Diagnose and resolve complex technical issues via phone, chat, email, or remote access tools, including escalations from team members.
Oversee and coordinate the resolution of tickets to ensure timely response and resolution, aligning with team goals.
Assist with advanced troubleshooting and resolution of PC, Windows, software, and connectivity issues.
Conduct performance reviews, provide feedback, and recommend training or professional development opportunities for team members.
Develop and implement processes to improve team efficiency, client satisfaction, and overall service quality.
Maintain and improve the team's documentation practices, ensuring ticketing systems, knowledge bases, and time logs are up to date and accurate.
Collaborate with other departments to resolve client issues and improve IT infrastructure and services.
Educate clients on best practices for system use and cybersecurity.
What ClearSource Needs from You At least 4 years experience on technical support and team leadership A strong background in using ticketing systems, documenting processes, and troubleshooting technical issues is essential Proven experience in a technical support or IT helpdesk role, with at least 2+ years in a leadership or team coordination capacity.
Strong understanding of Windows and Mac operating systems, networking concepts, and common IT hardware.
Advanced proficiency in troubleshooting software and hardware issues remotely.
Experience with remote access tools (e.g., TeamViewer, LogMeIn, or similar).
Excellent communication and leadership skills, with a proven ability to manage and inspire a team in a remote environment.
CompTIA A+, Network+, or equivalent certification (preferred).
Familiarity with ticketing systems and documentation best practices.
What We Look for in a Leader: Dependability – Set the standard for reliability and performance for the team.
A "CAN DO" and confident attitude – Inspire confidence and positivity in the team.
Initiative – Proactively identify areas for improvement and implement solutions.
Organization – Maintain and oversee the accuracy of all data systems (KB, time logs, ticketing systems).
Efficiency – Balance speed and accuracy while ensuring the team meets client expectations.
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