Technical Support Team Lead
hace 1 mes
As a Technical Support Team Lead at Resideo, you will be responsible for providing exceptional technical assistance to internal and external customers. You will lead a team of technical support professionals, driving focus on accuracy, timely feedback, and customer satisfaction. Your expertise will be essential in identifying, investigating, and resolving complex technical issues, as well as building internal relationships to expedite complicated cases. You will develop a broad understanding of customer needs and support the knowledge-sharing mindset. Additionally, you will help develop Technical Support processes, ensure proper documentation, and address systemic coordination issues across teams.
Key Responsibilities:- Supervise a professional support team, including skills development and performance management
- Monitor and manage operational and customer satisfaction metrics to meet organizational goals
- Highlight areas of improvement and recommend changes in methods, processes, and tools
- Work with the leadership team to drive growth and transformation initiatives
- Handle supervisor escalations and follow up on customer satisfaction surveys
- Hire, develop, and train support team to match business requirements
- Work with QA team to provide feedback when needed
- Provide feedback on technical and soft skills to support agents when needed
- Create a team culture and environment that is employee-focused
- Maintain a great working atmosphere that allows personal and professional development to each team member
- Bachelor's degree, or equivalent. Some experience in the field
- Excel proficiency Intermediate
- Good decision maker with a high degree of attention to detail
- Strong problem-solving and analytical abilities
- Highly developed sense of integrity
- Collaboration and Teamwork
- Drives for Results
- Service Excellence
- Takes Initiative
- No suspensions
- No written warnings for the past 12 months
- Extensive customer-facing experience
- Experience in the industry is preferred
- Excellent interpersonal and verbal & written communication skills
- Strong continuous improvement mindset, strong leadership impact
- Experience with and SharePoint
- Demonstrated experience with Knowledge Management & Call Center Management
- Good administration skills
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