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Team Lead, Technical Support Services
Location:
Ottawa
Description:
We are seeking an experienced Technical Support Team Lead to lead our dedicated technical support team. The ideal candidate will possess strong technical knowledge and a customer-centric approach to enhancing our technical support operations. As a Technical Support Team Lead, you will play a crucial role in ensuring the success of our customers by providing top-notch technical assistance and leading a team of skilled support professionals. Responsibilities: Mentor a team of technical support agents to deliver exceptional customer service and technical expertise. Monitor team performance metrics, such as response times, resolution rates, customer satisfaction scores, and other relevant KPIs. Coordinate team schedules and workload to ensure efficient coverage and optimal customer support. Provide advanced technical support to customers, addressing complex inquiries, troubleshooting issues, and resolving escalated cases. Stay current with product developments, updates, and industry trends to effectively guide team members and customers. Serve as a point of contact for high-priority customer escalations and ensure timely and effective resolution. Collaborate cross-functionally with other departments Identify areas for process optimization and efficiency improvements within the technical support workflow. Implement best practices and standard operating procedures to ensure consistent and high-quality support delivery. Analyze support data and trends to make informed decisions that enhance customer satisfaction and operational effectiveness. Plan and deliver ongoing training sessions to enhance team members' technical skills, product knowledge, and customer service capabilities. Support the onboarding of new team members and ensure a smooth transition into their roles. Required Competencies: Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Excellent organizational skills and. Visit ListedBuy for more information.
Company:
Quadramed Canada
Posted:
April 23 on ListedBuy
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More About this Listing: Team Lead, Technical Support Services
Team Lead, Technical Support Services is a Technology Technical Support Job at Quadramed Canada located in United States. Find other listings like Team Lead, Technical Support Services by searching Oodle for Technology Technical Support Jobs.
Team Lead, Technical Support Services is a Technology Technical Support Job at Quadramed Canada located in United States. Find other listings like Team Lead, Technical Support Services by searching Oodle for Technology Technical Support Jobs.