Technical Support Lead - Remote

Overview

We are looking for a passionate and experienced Technical Support Lead to join the talented team at BlackStone eIT. In this role, you will oversee the daily operations of our technical support department, ensuring that our clients receive optimal assistance with our products and services. Your leadership will empower team members to resolve technical issues efficiently and will contribute to elevating customer satisfaction.

In Short

• Lead, mentor, and develop a team of technical support agents, promoting a collaborative and productive environment.
• Troubleshoot complex technical issues escalated by team members and offer solutions to ensure customer problems are resolved.
• Establish and refine support processes, ensuring adherence to service level agreements (SLAs).
• Analyze support metrics and trends to identify areas for improvement and implement strategies accordingly.
• Provide ongoing training to the support team on new products, services, and troubleshooting techniques.
• Act as a liaison between the support team and other departments to communicate customer needs and feedback.
• Maintain comprehensive documentation and knowledge base articles to assist the support team and customers.

Requirements

• Proven experience in a technical support role.
• Strong leadership and mentoring skills.
• Excellent problem-solving abilities.
• Ability to analyze data and metrics.
• Experience with customer service software and tools.
• Strong communication skills.
• Ability to work collaboratively across departments.

Benefits

• Competitive salary and benefits package.
• Opportunity for professional growth and development.
• Supportive team environment.
• Access to training on new technologies and products.
• Flexible working hours.