SUMMARY:
The Technical Support Team Leader plays a pivotal role in ensuring the smooth operation of the industry support team and client satisfaction. The incumbent is responsible for managing and mentoring a team of industry support specialists, monitoring the quality of support provided, and collaborating with other departments to drive continuous improvements. This position will be full-time from Monday - Friday, 11:00am - 7:30pm and is fully remote.
ESSENTIAL FUNCTIONS:
The following is a list of essential functions, which is subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function based on business needs or at its sole discretion.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Performance Monitoring: Monitor team performance, set, and track performance metrics, and implement performance improvement plans in the following areas:
- JIRA Ticket Management
- Turnaround Time Oversight
- Ticket Resolution Times
- Hold Time Management
- Escalation Management: Act as a point of escalation for challenging client issues, resolving conflicts, and ensuring timely resolution.
- Team Leadership and Development:
- Lead, mentor, and coach the support team to enhance their technical skills and customer service capabilities.
- Conduct regular performance reviews and provide constructive feedback.
- Foster a collaborative and positive team environment.
- Process Improvement:
- Continuously review and improve support processes and procedures.
- Collaborate with other departments to streamline support workflows.
- Implement best practices in technical support and customer service.
- Reporting and Communication:
- Provide regular reports on team performance, ticketing trends, and customer feedback to management.
- Collaborate with other departments, such as sales, product development, and marketing, to provide valuable insights and feedback from client interactions.
- Act as a liaison between the technical support team and other departments.
- Training and Development: Identify training needs within the team and provide ongoing training and development opportunities to enhance team members' skills and knowledge.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
- Bachelor’s degree in a related field or equivalent experience.
- Proven experience in a technical support role with leadership responsibilities.
SKILLS AND COMPETENTCIES:
- In depth experience with JIRA or similar ticketing systems.
- Excellent problem-solving, organizational, and analytical skills.
- Superior communication and interpersonal skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
WORKING CONDITIONS:
Traditional office environment with low-to-moderate office noise (computers, phones and business conversations). The position may be remote.
May require flexibility in hours.
PHYSICAL DEMANDS:
Xactus promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees. Please contact your supervisor with questions regarding the physical demands of this position.
- Lifting/carrying up to 10 lbs.
- Manual dexterity for computer work
- Speaking, hearing and vision are required to perform essential functions.
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