Technical Support Team Manager

Skills

• +3 years of team leader experience in technical support
• +3 years of coaching experience
• +2 years of customer service experience
• Excellent communication and negotiation skills
• Strong computer skills, MS-Office proficiency
• Ability to motivate and lead the team towards defined goals
• High integrity, analytics skills, and self-confidence

Responsibilities

• Develop and implement technical support policies and procedures
• Analyze technical support metrics and trends for improvement
• Coordinate with product development teams for feedback
• Manage technical support escalations and resolutions
• Provide training and resources to the support team
• Stay updated with industry trends in technical support
• Monitor agent performance and provide coaching
• Handle escalated technical customer issues
• Maintain coaching logs and provide feedback
• Delegate tasks and lead team-building activities

Benefits