Technical Support Team Lead
1 week ago
Proxidize is seeking a highly skilled and experienced Technical Support Team Lead to join our team. As a key member of our support team, you will be responsible for leading and mentoring a team of technical support engineers, ensuring they are trained, motivated, and equipped to provide exceptional support to our clients.
Key Responsibilities:- Team Leadership: Lead and mentor a team of technical support engineers, ensuring they are trained, motivated, and equipped to provide exceptional support.
- Customer Onboarding & Success: Oversee the customer onboarding process to ensure a smooth transition for new users, working closely with the product and sales teams to understand customer needs and ensure their success with Proxidize products.
- Issue Resolution & Documentation: Take an active role in resolving technical issues, escalating complex problems as necessary, and ensuring all issues are documented thoroughly in the ticketing system for continuous improvement.
- Customer Communication: Serve as a key point of contact for customer-related issues, ensuring timely and effective communication, and managing pre-sale queries to provide technical guidance and assist in the sales process.
- Quality Assurance: Monitor and report on team performance, CSAT, and NPS scores, implementing strategies to maintain and improve service quality, response times, and resolution times.
- Continuous Improvement: Work with the product team to identify areas for product improvement based on customer feedback, and participate in training and development activities to stay updated on industry trends and technologies.
- Policy Development and Implementation: Develop and implement internal and customer-facing support policies to ensure consistent, high-quality technical support, regularly reviewing and updating policies to reflect best practices and evolving customer needs.
- Company Objectives: Assist in various capacities as needed to achieve company objectives, demonstrating flexibility, initiative, and a proactive approach.
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Technical Support Team Lead
4 weeks ago
Amman, Amman, Jordan Proxidize Full timeTechnical Support Team LeadProxidize is seeking a highly skilled Technical Support Team Lead to lead and mentor a team of technical support engineers. The successful candidate will be responsible for ensuring the team is trained, motivated, and equipped to provide exceptional support to our 1,000+ clients.Key Responsibilities:Team Leadership: Lead and mentor...
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Technical Support Team Lead
4 weeks ago
Amman, Amman, Jordan Proxidize Full timeTechnical Support Team LeadProxidize is seeking a highly skilled Technical Support Team Lead to lead and mentor a team of technical support engineers. The successful candidate will be responsible for ensuring the team is trained, motivated, and equipped to provide exceptional support to our clients.Key Responsibilities:Team Leadership: Lead and mentor a team...
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