Team Lead TECH SUPPORT

• Oversee the day-to-day operations of the Technical Support Team

• Act as a senior agent who will drive customer satisfaction through customer support

• Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions • Act as a mentor and provide oversight, coaching, and training to technical support staff

• Be the point of contact when it comes to technical escalations

• Record and track team SLAs and workflows

• Provide support where needed for both internal and external customers.

• Clearly communicate escalated issues to Tier 3 and product managers as needed

• Manage and report on all incoming technical support inquiries

• On-board all new technical support team members

• Assist in the creation of the team KPIs as well as monitor and report on results

• Be actively involved with the operational delivery and UAT if required for new product and feature releases

• Monitor team performance and report on metrics

• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner • Work to create any relevant support material for the team

•Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents

• Implement any necessary preventive measures to reduce customer faults and issues

• Review all technical support related processes and documentation for continuous improvement • Assist in the creation and implementation of customer self-service material and tools

• Evaluate and analyze Salesforce case trends to prevent future issues