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Technical Support Team Lead

hace 2 meses

Aguascalientes, Aguascalientes, México Resideo A tiempo completo

Job Summary:

We are seeking a highly skilled Technical Support Team Lead to join our team at Resideo. As a Technical Support Team Lead, you will be responsible for leading a team of technical support professionals in providing exceptional customer service and support.

Key Responsibilities:

  • Team Leadership: Lead a team of technical support professionals in providing technical assistance to internal and external customers.
  • Customer Service: Provide professional coverage of Technical Support Helpdesk and drive focus on accuracy, timely feedback, and customer satisfaction.
  • Process Improvement: Drive timely identification, investigation, resolution, root cause analysis, and replication of technical issues.
  • Knowledge Sharing: Build internal relationships to expedite complicated cases and develop a broad understanding of customer needs.
  • Documentation: Ensure proper documenting and recording of all activity and communication.
  • Team Development: Hire, develop, and train support team members to match business requirements.
  • Collaboration: Work with QA team to provide feedback when needed and maintain a great working atmosphere that allows personal and professional development to each team member.

Requirements:

  • Education: Bachelor's degree or equivalent.
  • Experience: Some experience in the field.
  • Skills: Excel proficiency, good decision-making, strong problem-solving and analytical abilities, highly developed sense of integrity, collaboration, and teamwork.
  • Personal Qualities: Drives for results, service excellence, takes initiative, and no suspensions or written warnings for the past 12 months.

Preferred Qualifications:

  • Customer Facing Experience: Extensive customer-facing experience.
  • Industry Experience: Experience in the industry is preferred.
  • Communication Skills: Excellent interpersonal and verbal & written communication skills.
  • Leadership Impact: Strong continuous improvement mindset and leadership impact.
  • Technical Skills: Experience with SharePoint and demonstrated experience with Knowledge Management & Call Center Management.