- 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 which may include: recruitment, evaluations, and disciplinary actions
- Record and track team SLAs and workflows
- Provide support where needed for both internal and external customers
- Monitor team performance and report on metrics
- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
- Evaluate and analyze Salesforce case trends to prevent future issues
Requirements
University Qualifications: Associates or Bachelor degree in Information Technology or a related field preferred.
Nature and length of previous experience: 2 years experience as Support Lead.
Specialist knowledge: Excellent communicator, Strong problem solving and communication skills.
Soft Skills and Personality traits: Teamwork, Adaptability , Leadership Skills .
