NTD Software is hiring a
Technical Support Lead, Remote - Worldwide

Summary

The job is for a Part-Time Technical Support Lead who will manage technical support, utilize chatbot tools, collaborate with the development team on GitHub, and provide guidance to junior staff. The role requires proven experience in a technical support or lead role, knowledge of GitHub, excellent problem-solving skills, strong communication skills, ability to work independently, and availability to work part-time hours.

Requirements

• Proven experience in a technical support or lead role, preferably within a tech company
• Experience working with chatbot tools, specifically tawk.to
• Knowledge of GitHub for version control and collaboration
• Excellent problem-solving skills and the ability to troubleshoot technical issues efficiently
• Strong communication skills with the ability to explain technical concepts to non-technical users
• Ability to work independently and manage time effectively
• Availability to work part-time hours, including potential evenings and weekends as needed

Responsibilities

• Lead the technical support area, providing guidance and oversight to ensure high-quality customer service
• Manage and resolve technical support inquiries from users of our website
• Utilize and manage our chatbot tool, to assist users and streamline support processes
• Collaborate with the development team on GitHub to report bugs, suggest improvements, and implement fixes
• Conduct regular system checks and maintenance to ensure the optimal performance of our tech stack, primarily ReactJS
• Develop and update technical support documentation, including FAQs and troubleshooting guides
• Train and mentor junior support staff, fostering a supportive and knowledgeable team environment
• Monitor and analyze support metrics to identify trends and areas for improvement
• Provide feedback to the product development team based on user experiences and technical challenges encountered

Preferred Qualifications

Familiarity with property management or real estate technology is a bonus