Technical Support Team Leader will lead a team of 1 st Line Technical Support.
This role will be responsible for ensuring that the team provides excellent customer service and resolves technical issues efficiently, while also managing workload, performance, and quality.
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Key Duties and Responsibilities:- Leading and mentoring 1st line support team, providing technical guidance, feedback and support.
- Interact with other teams to obtain necessary information on the progress of ongoing projects to keep the team informed of innovations in a timely manner, as well as provide technical guidance to other teams.
- Monitor and manage workload to ensure that team members are appropriately utilized, and work is allocated effectively.
- Analyze and report on team performance metrics, identify trends and opportunities for
- improvement.
- Provide coaching and training to team members to enhance their technical skills and
- customer service abilities
- Ensure that team members follow established processes and procedures for handling
- technical support requests in our communication channels: Telegram, Slack, Email, Jira
- Escalate complex technical issues to appropriate teams or vendors for resolution.
- You’ll be contributing to daily tasks as well as leading the team.
- You help the guys implement the processes for 24/7 monitoring and are responsible for that.
- Experience with Splunk, Postman, Grafana
Experience and Qualifications- 2 years experience of working in a 1st line technical support lead
- Ability to demonstrate excellent communication skills both verbally and written
- Ability to perform 1st line duties as well as lead the team
- Ability to provide clear explanations
- Excellent English
- Experience of pulling data from various sources and analyzing them
- Demonstrable experience of balancing workloads
- Ability to remain calm when those around are not.
- Demonstrable experience of coaching and mentoring
- Contribute to the continual service improvement
- Ability to support and motivate team members during challenging periods, provide quality feedback.
- High level of stress resistance and responsibility
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