Incode Technologies is hiring a
Senior Lead of Technical Support, Remote - Worldwide
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Senior Lead of Technical Support closed
🏢 Incode Technologies
💵 ~$121k-$232k
📍Worldwide
Summary
The job is for a Senior Lead of Technical Support at Incode, a company specializing in identity solutions. The role involves creating infrastructure, overseeing day-to-day operations, and acting as a mentor for the technical support team. The tech stack includes Mobile (iOS, Android, hybrid - React, Xamarin, Flutter), API/Microservices, AWS/Azure.
Requirements
- Bachelor Degree or College Diploma in a relevant field preferred
- Previous experience in a leadership or management role, preferably in the Internet sector
- Excellent communication skills with a strong customer focus
- Bilingual: English and Spanish are required
- Strong project reporting skills, with a focus on interdepartmental communication
- Open to learn, develop, change, experiment, and have fun!
Responsibilities
- Create the infrastructure, team, processes, and vision for world-class 24/7 operations
- 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
- Act as a mentor and provide oversight, coaching, and training to technical support staff
- Be the point of contact when it comes to technical escalations
- Provide support where needed for both internal and external customers
- Clearly communicate escalated issues to Tier 2 or 3 and product managers as needed
- Manage and report on all incoming technical support inquiries
- Record and track team SLAs and workflows
- On-board all-new technical support team members
- Assist in the creation of the team KPIs as well as monitor and report on results
- Be actively involved with the operational delivery and UAT if required for new product and feature releases
- Monitor team performance and report on metrics
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
- Work to create any relevant support material for the team
- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
- Implement any necessary preventive measures to reduce customer faults and issues
- Review all technical support related processes and documentation for continuous improvement
- Assist in the creation and implementation of customer self-service material and tools
- Evaluate and analyze Salesforce case trends to prevent future issues
Preferred Qualifications
Experience in Postman, Unix command line tools (grep, awk), scripting language like python or bash
Benefits
- Meaningful Equity
- Flexible Working Hours & Workplace
- Open Vacation Policy
- Wellness Program
- International Travel Opportunities
- Additional benefit package according to location (401k, medical insurance, etc.)
This job is filled or no longer available
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