Team Lead, Technical Support - Remote

Overview

As a Team Lead, Technical Support, you will play a critical role in supporting our mission to keep kids safe in school by assisting users, troubleshooting technical issues, and ensuring they get the most out of our products.

In Short

• Assist users by identifying, analyzing, and resolving technical issues while ensuring optimal product configuration and usage.
• Manage support requests across multiple channels (email, chat, phone) and troubleshoot network and device-related issues.
• Monitor team performance, provide guidance to Technical Support Specialists, and foster a collaborative and efficient team environment.
• Collaborate with Product, Engineering, and other teams to identify trends and prioritize customer-impacting issues.
• Stay updated on Lightspeed products, networking technologies, and industry trends to provide expert-level support.
• Track team success metrics such as SLA adherence, resolution rates, productivity, and troubleshooting accuracy.
• Be an escalation point for cases or concerns for Technical Support Specialists.
• Assist leadership by carrying out assigned tasks and implementing improvements to processes or workflows.

Requirements

• 1+ year of experience in technical support or a related role, with some experience mentoring or guiding team members preferred.
• Familiarity with operating system installation and configuration (Windows and Mac OSX) and knowledge of Active Directory, GSuite, or Azure AD.
• Understanding of mobile device platforms (iOS, ChromeOS) and networking fundamentals (IP, router configuration, firewalls) highly desired.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.
• Proven organizational and problem-solving skills, with the ability to prioritize tasks.
• Excellent customer service skills and a commitment to delivering exceptional support experiences.
• Team player with leadership potential who thrives in a fast-paced environment.
• Passion for mentoring and developing team members.
• Flexibility to support varying shifts, including some on-call work.
• Technical degree or equivalent work experience preferred.

Benefits

• Health -- Medical, dental and vision insurance with company contribution toward premiums.
• Wellness -- Paid parental leave and healthy holiday and PTO policy.
• Retirement -- 401(k) matching up to 6%.
• Other -- Work from where it makes sense and pet insurance.