Technical Support Team Lead
SupportNinja
Work Set Up: Remote
The Technical Support Team Lead will manage the Tier 1 and Tier 2 Technical Support teams to provide world-class customer support. The ideal candidate will have excellent leadership and communication skills, a strong technical background, and experience in managing customer support teams.
What does a day in the life of a Software Application Dev Support Lead look like?
- Manage and lead the Tier 1 and Tier 2 Technical Support teams.
- Manage BPO relationships to ensure UpKeep standards are met
- Monitor team performance and provide coaching and mentoring to team members
- Develop and maintain support processes and procedures
- Ensure that team members are providing world-class customer support
- Handle escalations from Tier 1 and Tier 2 support representatives
- Work with Engineering teams to troubleshoot bugs and provide feedback to product development
- teams
- Identify areas for improvement and drive continuous improvement across all departments
- Create and maintain customer resources, such as help articles and internal tools
What are the required qualifications of a Software Application Dev Support Lead?
- 5+ years of technical support experience, with at least 2 years in a leadership or management role
- Experience managing customer support teams and leading process improvements
- Excellent written and verbal communication skills
- Strong problem-solving and analytical skills
- Ability to work well in a team environment
- Bachelor's degree in Computer Science, Information Technology or a related field
- Excellent written and verbal communication skills.
- Strong problem-solving and analytical skills.
- Ability to work well in a team environment.
- Knowledge of SQL and data analysis is a plus.
- Bachelor's degree in Computer Science, Information Technology, or related field.
Ninja Perks and Benefits
*Full time employees
- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
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