Technical Team Lead Opportunity

hace 2 días


San José, San José, Costa Rica Tek Experts A tiempo completo

About Us:
Tek Experts is a leading provider of technical services, dedicated to delivering exceptional customer experiences. We are committed to empowering our team members to succeed and grow in their careers.

Job Description:
We are seeking an experienced Technical Team Lead to join our team. In this role, you will be responsible for managing a team of 15-20 support engineers, ensuring they deliver outstanding customer service across various technical service lines. Key responsibilities include:

  • Supporting the personal development of team members through training and coaching
  • Serving as the primary escalation point for team operational issues and customer delivery management
  • Providing accurate and timely communication to stakeholders in customer support matters
  • Attending regular operational and business review meetings
  • Monitoring KPIs to ensure proper business delivery
  • Reviewing processes and workflows to diagnose areas of improvement and propose enhancement plans where necessary
  • Sharing updates and reports with management
  • Owning, monitoring, coordinating, and managing escalated cases

Requirements:
To be successful in this role, you will need:

  • Experience in customer service and a willingness to learn new technical skills
  • Self-motivation and accountability for meeting obligations
  • The ability to work independently but know when to seek help
  • Creativity, adaptability, and strong problem-solving skills
  • Proficiency in both written and oral English

Preferred Qualifications:
A minimum of 3-5 years of experience in technical support, software support, IT operations, or infrastructure support, with 1-2 years of experience managing teams. Higher-level education in a technical discipline or related certification is preferred. Experience supporting cloud-based technologies and excellent knowledge of technology-based environments and solutions are also highly desirable.



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