Support Technical Team Lead
Santiago de los Caballeros
Client Experience /
Full Time /
On-site
We're excited to welcome a Technical Team Lead to our Client Experience/Support team! In this role, you'll handle escalated support cases, guide and mentor our dedicated team, and ensure we deliver top-notch service. If you’re experienced in technical support, eager to learn new tools like Salesforce, and enjoy leading a team to success, we’d love to hear from you!
You will:
- Oversee customer support case escalations, ensuring timely and effective resolution.
- Act as the HR manager for the support team, handling recruitment, training, and performance management.
- Manage team training and growth, fostering a culture of continuous learning and improvement.
- Conduct case QA to ensure adherence to SLAs, high CSAT scores, and provide coaching and training as needed.
- Collaborate with other departments to improve support processes and customer satisfaction.
- Learn and quickly adapt to Salesforce, our primary platform for our product, and understand our .NET-based applications (no .NET experience required).
- Handle escalated support cases, ensuring timely and satisfactory resolutions.
- Lead and manage the support team, providing mentorship and guidance.
- Conduct regular training sessions and workshops to improve team skills.
- Monitor support case metrics, ensuring SLAs and CSAT scores are met.
- Perform quality assurance on support cases, providing feedback and coaching to team members.
- Collaborate with the product and development teams to address recurring issues and improve product performance.
- Maintain up-to-date knowledge of Salesforce and our product suite to provide effective support.
You have:
- Salesforce Administrator Certification
- Native in English, both written and verbal.
- Bachelor’s degree in computer sciences (or any relevant field) or equivalent work experience.
- Proven experience in a technical support role, with a focus on escalations and team management.
- Strong leadership and HR management skills.
- Excellent communication and interpersonal skills, with the ability to coach and mentor team members.
- Ability to quickly learn and adapt to new technologies, particularly Salesforce.
- Strong analytical and problem-solving skills.
- High attention to detail and organizational skills.
- Direct experience with Salesforce or a similar CRM platform.
- Familiarity with .NET-based applications
- Experience in quality assurance , training or software support environment.
- Previous experience managing a technical support team is highly desirable.
