Lead Technical Support
hace 2 semanas
**MEXICO CITY, MEXICO /****INCODE /****PAYROLL**- At Incode we are expanding the team to hire someone to build and lead our Technical Support team across the globe.**Requirements**:- Create the infrastructure, team, processes, and vision for world-class 24/7 operations- 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- 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- Provide support where needed for both internal and external customers.- Clearly communicate escalated issues to Tier 2 or 3 and product managers as needed- Manage and report on all incoming technical support inquiries- Record and track team SLAs and workflows- 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 issuesTools and technology required:- Postman, Unix command line tools (grep, awk, etc)- Scripting language like python or bash.- Mobile (iOS, Android, hybrid - React, Xamarin, Flutter)- API/Microservices- AWS/Azure**Benefits & Perks**:- Meaningful equity- Competitive salary- Travel - yearly sprints when safe to do so- Benefit allowance for health insurance, life insurance or pension contribution- Open vacation policy- Flexible working hours- Learn the basics of a new language from your colleagues.We're a very small yet multi-cultural team so you can choose from Spanish, Hebrew, Russian, Hindi, Norwegian, Serbian, or Romanian.- Working as part of a global business with a diverse team- Opportunity to grow from the ground up with an early-stage start-up with sound funding- Working closely with passionate and supportive team members**Our Culture Values matterWe share a set of core values and want to hear from you if you believe in**:- Customer centric and impactful products- Working as part of a bright, passionate and diverse team- Simplicity- Quality- Bias for action- Integrity- Empathy- Courage
-
Technical Support Lead
hace 1 semana
Xico, México Lotusflare, Inc A tiempo completoOverview LotusFlare has always been about making an impact through software products and changing industries for the better by simplifying technology so as to simplify customer experience. Founded by the team that helped Facebook reach over one billion mobile users, LotusFlare was born out of a vision to make the mobile internet accessible and affordable to...
-
Technical Support Lead
hace 1 semana
Xico, México Lotusflare, Inc A tiempo completoOverview LotusFlare has always been about making an impact through software products and changing industries for the better by simplifying technology so as to simplify customer experience. Founded by the team that helped Facebook reach over one billion mobile users, LotusFlare was born out of a vision to make the mobile internet accessible and affordable to...
-
Technical Support Lead
hace 1 semana
Xico, México Lotusflare, Inc A tiempo completoOverview LotusFlare has always been about making an impact through software products and changing industries for the better by simplifying technology so as to simplify customer experience. Founded by the team that helped Facebook reach over one billion mobile users, LotusFlare was born out of a vision to make the mobile internet accessible and affordable to...
-
Tier Ii Technical Support Team Lead
hace 2 semanas
Xico, México Owner.Com A tiempo completoJoin to apply for the Tier II Technical Support Team Lead role at Owner.Com1 day ago Be among the first 25 applicantsWe're looking for a strategic, technically strong, and people-focused Tier II Support Team Lead to help scale and elevate our growing Tier II team.If you love solving complex problems, developing others, improving systems, and driving...
-
Technical Lead
hace 10 horas
Xico, México Capgemini A tiempo completoWe're Hiring : Maximo Technical LeadLocation : Remote, Mx. Are you passionate about enterprise asset management and ready to lead cutting-edge IBM Maximo projects? Join us as a Maximo Technical Lead and take ownership of designing, developing, and integrating solutions that power mission-critical operations. You'll work closely with business and technical...
-
Technical Lead
hace 8 horas
Xico, México Capgemini A tiempo completoWe're Hiring : Maximo Technical LeadLocation : Remote, Mx. Are you passionate about enterprise asset management and ready to lead cutting-edge IBM Maximo projects? Join us as a Maximo Technical Lead and take ownership of designing, developing, and integrating solutions that power mission-critical operations. You'll work closely with business and technical...
-
Technical Support Manager
hace 2 semanas
Xico, México Volvo Cars Ab A tiempo completo**Let's introduce ourselves**:The Technical Support Lead is a hands-on role that combines leadership and operational responsibilities for providing Level 1 (L1) technical support to the dealership network.This individual will directly address technical issues, oversee case management, and ensure the efficient resolution of inquiries related to vehicle...
-
Technical Support Lead
hace 2 semanas
Xico, México Lotusflare, Inc A tiempo completoOverviewLotusFlare has always been about making an impact through software products and changing industries for the better by simplifying technology so as to simplify customer experience.Founded by the team that helped Facebook reach over one billion mobile users, LotusFlare was born out of a vision to make the mobile internet accessible and affordable to...
-
Remote Tier Ii Technical Support Team Lead
hace 2 semanas
Xico, México Slope A tiempo completoA leading AI growth provider is seeking a Tier II Support Team Lead with a strong technical background and coaching experience.The role involves guiding a high-impact team to resolve complex issues and enhance customer satisfaction.Ideal candidates should have 3-6 years in customer support, familiarity with various support tools, and the ability to thrive in...
-
Salesforce Technical Lead
hace 1 semana
Xico, México Pixie A tiempo completoBusiness Manager-Global SAP Recruitment @ PIXIE | ERP SystemsWe are seeking an experienced Salesforce Technical Lead to manage and enhance Salesforce applications within an Application Management Services (AMS) model. Key Responsibilities Lead and mentor a team of Salesforce developers and support analysts. Manage AMS activities including incident...
