Technical Support Team Lead

🕒 5 dias atrás

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Interact Software

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🏢 Corporativo

☁️ SaaS

⚡ Produtividade

Enterprise • SaaS • Productivity

A Interact Software é um provedor líder de soluções de intranet projetadas para aprimorar as comunicações internas e o engajamento dos funcionários dentro das organizações. Sua plataforma oferece um espaço de trabalho digital unificado que integra ferramentas de comunicação, gestão de conteúdo e colaboração, capacitando as equipes a trabalharem de forma mais eficaz. Com recursos como personalização de conteúdo orientada por IA e acessibilidade móvel, a Interact Software busca transformar a maneira como as empresas se comunicam e promover uma força de trabalho conectada.

Descrição

• Consistent achievement of team-level support KPIs, including response times and resolution rates • A highly skilled and motivated support team that consistently delivers excellent customer service • Efficient and accurate resolution of escalated technical issues, minimizing customer impact • Contributed to an expanded and improved self-service knowledge base and internal documentation • Positive customer feedback and high satisfaction scores from interactions with the team • Provide technical guidance and mentorship to a team of Technical Support Engineers • Oversee the daily queue management, ensuring efficient ticket distribution and adherence to SLAs • Act as an escalation point for complex technical issues, providing hands-on troubleshooting and solutions • Conduct regular 1:1s and performance reviews, offering constructive feedback and development plans • Identify training needs and organize sessions to enhance the team's technical skills and product knowledge • Contribute to the creation and improvement of knowledge base articles and internal documentation • Monitor key support metrics and identify trends to proactively address potential issues • Collaborate with engineering and product teams to represent customer issues and advocate for solutions • Participate in on-call rotations or provide extended hour support as required • Hands on working complex cases and key strategic cases. **Champion a positive team environment focused on collaboration and continuous learning

🎯 Requisitos

• Proven experience (5+ years) in a technical support role, with at least 2 years in a leadership or senior capacity • Demonstrable experience in troubleshooting complex software issues, ideally for a B2B SaaS product • Experience in leading and mentoring a small team of support engineers • Strong proficiency with customer support platforms (e.g., Zendesk, Salesforce Service Cloud) • Track record of meeting or exceeding challenging SLAs and KPIs • Experience with incident management and escalation processes • Proven ability to analyse technical problems and provide clear, concise solutions • Experience in contributing to or developing knowledge base content • Familiarity with remote diagnostic tools and techniques • Bachelor's degree in a technical field or equivalent practical experience • In-depth knowledge of technical support operations and best practices • Strong understanding of Interact's software products and their underlying technologies • Proficiency in diagnosing software configuration, integration, and performance issues • Familiarity with common database concepts (e.g., SQL) and web technologies • Understanding of IT service management (ITSM) principles • Excellent problem-solving and analytical skills • Strong leadership and coaching abilities • Exceptional communication and interpersonal skills • Highly organized and adept at managing multiple priorities • Customer-centric with a calm and empathetic approach

🏖️ Benefícios

• 25 Holidays/PTO (with the option to buy and sell additional days) • 401K contributions after 3 months service • Company healthcare plans or 3rd party reimbursement • Voluntary Dental, Vision and Life Cover • Flexible Saving Account • Employee Discount and Reward Program • Reimbursement for use of personal mobile phone