Description


Technical Team Lead

The Technical Team Lead is a hands-on leader who works closely with the technical support team, motivating and coaching them to deliver exceptional service.


Duties/Responsibilities:

+ Provide resolution for escalated service tickets.

+ Serve as a liaison between analysts and upper management.

+ Conduct ongoing coaching and development of the team through call listening and feedback.

+ Work with clients to evaluate and resolve technical issues.

+ Assess user needs to analyze, recommend, and implement changes.

+ Configure and support system changes within the team’s scope of responsibility.

+ Develop and maintain knowledge of all systems, applications, and security protocols.

+ Update the knowledge base as approved by management.

+ Monitor and respond to emails and site chat, and train others on these functions.

+ Answer calls r...