Fullsteam · 7 hours ago
Technical Support Team Lead
United States
Full-time
Remote
Senior Level
1+ years exp
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Responsibilities
Provide guidance, coaching, and mentorship to a team of technical support representatives. Set clear performance expectations, monitor team performance, and provide regular feedback to foster professional growth and development.
Ensure that the technical support team delivers exceptional customer service by promptly responding to customer inquiries, troubleshooting technical issues, and resolving customer concerns with empathy and professionalism.
Maintain a deep understanding of the company's products, services, and technical systems. Stay updated on new product features, technical specifications, and troubleshooting techniques to effectively support customers and assist team members.
Assist team members in resolving complex technical issues escalated from lower tiers of support. Provide guidance on troubleshooting methodologies, escalate unresolved issues to appropriate teams, and ensure timely resolution to minimize customer impact.
Identify opportunities to streamline and improve technical support processes, workflows, and tools. Work collaboratively with cross-functional teams to implement process improvements and automation solutions that enhance efficiency and productivity.
Analyze key performance metrics such as response times, resolution rates, and customer satisfaction scores to assess team performance and identify areas for improvement. Develop action plans to address performance gaps and drive continuous improvement initiatives.
Collaborate closely with other departments, including product development, quality assurance, and customer success, to communicate customer feedback, prioritize product enhancements, and ensure a seamless customer experience.
Ensure that technical support documentation, knowledge base articles, and training materials are accurate, up-to-date, and easily accessible to team members. Promote knowledge sharing and best practices within the team to enhance overall performance and expertise.
Qualification
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Required
Proven experience in technical support or a similar customer-facing role, with at least 1 year of experience in a leadership or supervisory capacity.
Strong technical aptitude and proficiency in troubleshooting software, hardware, and network issues.
Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences.
Demonstrated leadership abilities, including the ability to motivate, inspire, and develop team members.
Analytical mindset and ability to analyze data, identify trends, and make data-driven decisions to improve team performance.
Customer-centric mindset and a passion for delivering exceptional customer service.
Proven ability to multitask, prioritize tasks, and work effectively in a fast-paced environment.
Preferred
Bachelor's degree in computer science, engineering, or a related field preferred.
Experience with help desk ticketing systems, CRM software, and other technical support tools preferred.
Company
Fullsteam
Fullsteam is a leading payments and technology company that is actively acquiring software businesses across multiple verticals.
1,001-5,000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Aquiline Capital PartnersSixth Street
2023-05-25Private Equity· undefined
2021-12-02Private Equity· undefined
Leadership Team
Bradley Friemel
Chief Technology Officer, Rentals Vertical
Charles Freund
Chief Financial Officer
Recent News
Company data provided by crunchbase
