Technical Support Team Leader

Job Summary

A company is looking for a Technical Support Team Leader to manage and mentor a team of Technical Support Engineers.

Key Responsibilities

• Lead and train a team of Technical Support Engineers to resolve customer inquiries and enhance customer experiences
• Monitor case queues and conduct performance reviews to ensure timely and high-quality support
• Document technical processes and advocate for product improvements based on customer feedback

Required Qualifications

• 3-5 years of team leadership experience in technical support for customer service or hospitality technology
• Experience in performance management and coaching team members
• Advanced technical support experience with customer-facing responsibilities
• Proficiency in Microsoft Office and CRM systems, including Salesforce administration
• Ability to create and maintain technical documentation and improve support processes