As a Technical Support Team Lead, your role is to oversee and manage a team of technical support professionals. You will be responsible for providing guidance, support, and training to your team members, ensuring that they have the necessary skills and knowledge to effectively assist customers with technical issues.
Your responsibilities may include:
Team Management: You will be responsible for managing a team of technical support agents, including hiring, training, and performance management. You will also need to ensure that the team is adequately staffed to meet customer demands.
Customer Support: You will need to ensure that your team is providing excellent customer support by promptly and effectively addressing customer inquiries and technical issues. This may involve troubleshooting, providing technical guidance, or escalating issues to higher levels of support if necessary.
Process Improvement: As a team lead, you will be responsible for identifying areas for improvement in the technical support process and implementing changes to increase efficiency and customer satisfaction. This may involve analyzing support metrics, gathering customer feedback, and working with other teams to optimize workflows.
Technical Expertise: As a leader in the technical support team, you should have a deep understanding of the products or services being supported. You will need to stay up-to-date with the latest technologies and industry trends to effectively guide your team and provide technical assistance when needed.
Collaboration: You will need to work closely with other teams, such as product development, quality assurance, and sales, to ensure effective communication and collaboration. This may involve providing feedback on product enhancements, sharing customer insights, or coordinating support for new product releases.
Overall, your role as a Technical Support Team Lead is to ensure that your team delivers high-quality technical support and exceeds customer expectations. You will need strong leadership, communication, and technical skills to be successful in this role.
EQUAL OPPORTUNITY EMPLOYER
SOLERA HOLDINGS, INC., AND ITS US SUBSIDIARIES (TOGETHER, SOLERA) IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE FIRM'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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