Technical Support Team Lead
2 weeks ago
Amalsocial seeks a skilled Technical Support Team Lead to oversee the high-quality operational customer support in our global 24/7 support center.
About the Role:- This team is responsible for resolving technical and non-technical issues related to services provided to EMEA region customers through collaboration with customers and local providers.
- You will work closely with the Provisioning and NOC department and report directly to the Director of Support.
The ideal candidate will have completed higher technical education, such as Telecommunications or ICT, and possess minimum 5 years of Customer Support experience in an international technical environment. Additionally, they should have minimum 3 years of management experience and excellent knowledge of networking technologies and SD-WAN solutions.
Key Responsibilities:- Oversee high-quality operational customer support as the department's primary point of contact for escalations and custom requests.
- Develop and implement tools to enhance the speed and quality of Support operations.
- Monitor and analyze workflows, suggesting improvements to increase efficiency and effectiveness.
- Manage the Customer Support team by providing ongoing coaching and evaluating individual Support Engineers' performance.
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