Technical Team Lead Opportunity
hace 2 días
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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