Lead Technical Support

hace 4 semanas


Ciudad de México LAAgencia A tiempo completo

**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 issues

Tools 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 matter We 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



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