Technical Support Team Lead(Customer Support)

Location: Singapore

Expected Years of Experience: 10+ years

Start Date: Immediate

We are seeking a highly skilled and experienced Technical Support Team Leader to manage and lead our technical support team. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for delivering exceptional customer service. The Technical Support Team Leader will be responsible for overseeing the day-to-day operations of the technical support team, providing guidance and support to team members, and ensuring that customer inquiries and technical issues are resolved in a timely and efficient manner.

Responsibilities:

Manage and lead a team of technical support representatives, providing guidance, coaching, and mentoring to ensure team members meet performance objectives.

Set performance goals and KPIs for the team, monitor individual and team performance, and provide regular feedback to improve productivity and customer satisfaction.

Handle escalated customer issues and complex technical problems, ensuring timely and effective resolution.

Coordinate and prioritize team activities to ensure the efficient handling of customer inquiries and technical issues.

Conduct regular team meetings to communicate important updates, share best practices, and address any challenges or concerns.

Develop and maintain effective training programs to enhance the technical skills and knowledge of team members.

Collaborate with other departments, such as product development and quality assurance, to provide feedback on customer issues, identify trends, and contribute to the improvement of products and services.

Stay updated on industry trends and emerging technologies to provide expert technical support and advice to team members and customers.

Maintain accurate records of customer interactions, technical issues, and resolutions in a ticketing or CRM system.

Prepare and analyze reports on team performance, customer satisfaction, and key metrics to identify areas for improvement and implement strategies to enhance team efficiency and customer experience.

Requirements:

Bachelor's degree in a technical field or equivalent practical experience.

ITSM Certified

Proven experience in a technical support role, preferably in a leadership capacity.

Strong technical background and knowledge of computer systems, software applications, and networking.

Excellent leadership and communication skills, with the ability to motivate and inspire a team.

Demonstrated problem-solving and decision-making abilities in a fast-paced environment.

Exceptional customer service skills with a focus on customer satisfaction.

Ability to handle escalated customer issues and manage customer expectations effectively.

Proficient in using ticketing or CRM systems to manage customer interactions and technical issues.

Experience in developing and delivering technical training programs.

Strong organizational and time management skills to prioritize and manage multiple tasks effectively.

Flexibility to work in shifts and provide on-call support as needed