Technical Support Specialist
CurrentTechnical Support Manager | LTSE- Led a team of 5 technical support specialists, providing guidance, training, and performance evaluations.- Developed and implemented strategies to improve team efficiency, resulting in a [percentage] increase in ticket resolution rate.- Oversaw the establishment and adherence to service level agreements (SLAs) to ensure timely issue resolution and high customer satisfaction.- Collaborated with other departments to identify root causes of… Show more Technical Support Manager | LTSE- Led a team of 5 technical support specialists, providing guidance, training, and performance evaluations.- Developed and implemented strategies to improve team efficiency, resulting in a [percentage] increase in ticket resolution rate.- Oversaw the establishment and adherence to service level agreements (SLAs) to ensure timely issue resolution and high customer satisfaction.- Collaborated with other departments to identify root causes of recurring technical problems and implement preventive measures.- Managed the onboarding process for new team members, including training and mentoring to ensure their success in delivering exceptional customer service.- Developed and maintained the Knowledge Base, ensuring that it was regularly updated with relevant troubleshooting steps and solutions.- Acted as a point of escalation for complex technical issues, swiftly addressing these challenges and providing effective solutions.- Conducted regular meetings with the team to communicate updates, provide feedback, and foster a collaborative work environment.- Collaborated with key stakeholders to develop and implement improvements to existing technical support processes and workflows.- Provided technical support to customers, troubleshooting and resolving hardware, software, and network-related issues.- Demonstrated exceptional customer service skills, ensuring timely and satisfactory resolution for each customer inquiry.- Effectively documented and tracked all support requests using a ticketing system, maintaining accurate records of customer interactions and resolutions.- Assisted in the development and maintenance of the organization's Knowledge Base, contributing troubleshooting steps and solutions to help streamline future support efforts.- Collaborated with cross-functional teams to identify recurring software and hardware issues, providing valuable insights for product improvement. Show less
