Technical Support Lead

Summary

Join BlackStone eIT's talented team as a passionate and experienced Technical Support Lead. Oversee daily operations of the technical support department, ensuring clients receive optimal assistance. Lead and develop a team, troubleshoot complex issues, and establish support processes. Analyze support metrics, provide training, and act as a liaison between the support team and other departments. Maintain comprehensive documentation and contribute to elevating customer satisfaction.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related discipline
• Minimum 5 years of experience in a technical support role, with at least 2 years in a leadership position
• Strong troubleshooting skills and expertise in diagnosing and resolving technical issues
• Exceptional communication and interpersonal skills to interact effectively with clients and team members
• Familiarity with support ticketing systems and trouble ticket management
• Ability to work under pressure and manage multiple priorities in a fast-paced environment
• Proficiency in creating reports and analyzing performance metrics

Responsibilities

• Lead, mentor, and develop a team of technical support agents, promoting a collaborative and productive environment
• Troubleshoot complex technical issues escalated by team members and offer solutions to ensure customer problems are resolved
• Establish and refine support processes, ensuring adherence to service level agreements (SLAs)
• Analyze support metrics and trends to identify areas for improvement and implement strategies accordingly
• Provide ongoing training to the support team on new products, services, and troubleshooting techniques
• Act as a liaison between the support team and other departments to communicate customer needs and feedback
• Maintain comprehensive documentation and knowledge base articles to assist the support team and customers

Preferred Qualifications

ITIL certification or experience is a plus

Benefits

• Paid Time Off
• Work From Home
• Performance Bonus
• Training & Development