Sustainability that means business
Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, USA, Canada and Australasia. With over 1,300 highly‑skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.
Who we are
AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start‑up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.
What we do
Our innovative SaaS solutions increase efficiency and boost sustainability in resource‑intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.
Our people
AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start‑up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.
Job Summary
The Customer Support Technical Team Lead is responsible for leading a team of customer support technicians to deliver high‑quality technical assistance and support to customers. This role requires a blend of technical expertise, leadership skills, and excellent customer service capabilities to ensure timely and effective resolution of customer issues while maintaining team productivity and morale.
Key Responsibilities
Team Leadership & Management
Lead, motivate, and coach a team of front‑line technical support agents to achieve individual and team performance goals.
Monitor daily operations to ensure adherence to service level agreements (SLAs) and quality standards.
Conduct regular team meetings, performance reviews, and provide constructive feedback to team members.
Facilitate training and development programs to enhance team members’ technical and soft skills.
Assist in hiring and onboarding new team members.
Customer Support & Technical Expertise
Serve as the first point of escalation for complex technical issues that front‑line agents cannot resolve.
Provide hands‑on support and troubleshooting assistance to customers and team members.
Maintain in‑depth knowledge of company products, services, and technologies to effectively guide the support team.
Collaborate with product development, engineering, and other departments to relay customer feedback and improve product quality.
Operational Excellence
Track and report key performance metrics including ticket resolution time, customer satisfaction scores, and team productivity.
Implement process improvements to optimise workflows, enhance efficiency, and improve the customer experience.
Ensure proper documentation of support cases, technical solutions, and internal knowledge bases.
Manage shift schedules and ensure adequate team coverage during peak hours and off‑hours if applicable.
Communication & Collaboration
Act as a liaison between the customer support team and other internal departments.
Communicate effectively with customers and stakeholders to provide updates, manage expectations, and resolve conflicts.
Foster a positive and collaborative team environment that encourages open communication and knowledge sharing.
Technical Skills
Strong troubleshooting and problem‑solving skills
Proficiency with customer support software, ticketing systems
Familiarity with CRM tools, knowledge management systems, and remote support tools.
Soft Skills
Excellent leadership and team management abilities.
Strong communication skills, both verbal and written.
Ability to handle high‑pressure situations with professionalism.
Customer‑centric mindset with a focus on delivering excellent service.
Key Performance Indicators (KPIs)
Average Resolution Time
Backlog Management
Customer Satisfaction (CSAT) Scores
Team Productivity and Adherence to SLAs
Escalation Rate and Resolution Efficiency
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