**Technical Support Team Lead Job Description
Job Summary
We are seeking a highly skilled Technical Support Team Lead to oversee the daily operations of our technical support team. This individual will be responsible for ensuring excellent customer service, developing and implementing effective support processes, and leading a high-performing team.
Key Responsibilities
* Team Leadership: Directly supervise and manage a team of technical support engineers, providing guidance, training, and development opportunities to ensure their success.
* Customer Service: Ensure that all customer interactions are handled in a professional and courteous manner, addressing issues promptly and resolving them efficiently.
* Process Improvement: Continuously assess and improve existing support processes to increase efficiency, reduce response times, and enhance customer satisfaction.
* Talent Development: Foster a culture of learning and growth within the team, identifying areas for improvement, and providing resources and support to help team members develop new skills.
Requirements
To succeed in this role, you must have:
* A bachelor's degree in a related field (e.g., business, computer science, engineering) or equivalent experience.
* A minimum of 8 years of experience in technical support management, preferably in the high-tech industry.
* Strong understanding of support processes and methodologies, including interpretation of support KPIs and metrics.
* Experience utilizing Salesforce.com or similar CRM tools.
* Knowledge of routing, switching (layer 2/layer 3), traffic monitoring/spanning, VPN, LAN, WAN, and WLAN concepts.
Benefits
We offer a competitive compensation package, including a salary range of $80,000 - $120,000 per year, depending on experience. Additionally, we provide a comprehensive benefits program, including medical, dental, vision, and retirement plans, as well as paid time off and holidays.
The successful candidate will also receive opportunities for professional growth and development, including training programs, mentorship, and access to cutting-edge technology. We value diversity and inclusion and strive to create a work environment where everyone feels valued, respected, and empowered.