Technical Support Team Lead

🕒 June 3

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Interact Software

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏢 Enterprise

☁️ SaaS

⚡ Productivity

Enterprise • SaaS • Productivity

Interact Software is a leading provider of intranet solutions designed to enhance internal communications and employee engagement within organizations. Their platform offers a unified digital workspace that integrates communication, content management, and collaboration tools, empowering teams to work more effectively. With features such as AI-driven content personalization and mobile accessibility, Interact Software aims to transform the way businesses communicate and foster a connected workforce.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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