Technical Support Team Lead
Current• Train, coach and coordinate a team of at least 15 senior technical advisors/ POD Leads or advanced support HD and Escalation engineers. • Foster team knowledge and growth, set career advancement goals, and conduct weekly one-on-one sessions with each team member• Maintain and surpass individual team metrics and use results to help develop individuals and improve team performance.• Create, initiate, improve, and implement customer support processes to enhance customer satisfaction and maintain/ surpass the team's KPI• Facilitate and coordinate various Lines of Business (LOBs) to collaborate in creating and implementing new internal policies across the entire organization.• Develop and update customer support policies and actively encourage their implementation.• Keep the team informed about any new product information, procedures, and industry trends.• Analyze support statistics and generate comprehensive reports based on the findings.• Conduct interviews and recruit new support representatives.• Supervise and assess the ongoing training initiatives for the team.• Conduct performance evaluations and adhere to the disciplinary process in line with company policies.• Manage escalated support tickets and oversee incidents to ensure compliance with service level agreements (SLAs).• Collaborate with management to strategize and execute change management processes.• Foresee and deliver technical training as required.
