To lead all tech support executives to ensure all services and support to the client within timeline and improve the quality of work.

Job Description:

• The Technical Support Team Lead is responsible for overseeing the daily operations of the technical support team as well as participating as an active member of the team.
• As a team leader, this position will partner with the Director of Customer Success to deliver exceptional support to customers through phone, email, and chat.
• This team member will be expected to lead by example, organize work, build reports, and handle
  escalations, and help with ad hoc projects and training.
• The Technical Support Team Lead will work within the Customer Success Team and will report to the Director of Customer Success.

Responsibilities:

● 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: technical
support, evaluations, and disciplinary action
● Act as a mentor and provide oversight, coaching, and training to technical support staff
● Record and track team SLAs and workflows
● Manage and report on all incoming technical support inquiries
● 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
● Review all technical support-related processes and documentation for continuous
improvement
● Assist in the creation and implementation of customer self-service material and tools

Qualifications/Education

Bachelor’s degree in computer science/electrical & Electronics engineering, or a related field.

Work Experience

5+ years of experience in Technical Support field would be preferred from GPS, IOT, and SENSOR devices and its IT software operations background

Knowledge, Skills and Abilities

● Knowledge of GPS, IOT, sensors, & electronics devices
● Excellent communication, motivational, and interpersonal skills
● Expert use of CRM software, Office, Google Sheets, and Excel
● should have basic knowledge of IT software & its applications.