Team Lead, Technical Support
Skills
Computer ScienceBusinessContact CentersEngineeringKey Performance IndicatorsNetworkingNetworking Technology
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 7+ years in a technical customer service or technical support role
- 3+ years advanced experience with SaaS telecommunications contact centre software and networking technologies
- Strong knowledge of VOIP QoS SIP APIs BOTs TCP/IP HTTP HTTPS SFTP scripting load balancers proxies firewalls and relational databases
- Excellent technical analytical and problem-solving skills in high-pressure multi-vendor environments
- Excellent written and verbal communication skills with accurate note taking
- Ability to manage priorities multitask and remain composed under pressure
- Proven ability to create update and use knowledgebase resources
- Ability to drive escalated customer issues to resolution through internal and external collaboration
- Ability to communicate effectively with Product Management R&D QA Professional Services and senior leaders
- Understanding of contact centre business and networking architecture
- Ability to work independently and as part of a larger team
- Bachelor’s degree in a relevant field or equivalent experience
Day to day
- Provide advanced technical support to customers across phone online chat and email while diagnosing complex issues in contact centre software and SaaS environments.
- Analyse logs traces packet captures and network diagrams to identify root cause and deliver lasting corrections rather than temporary fixes.
- Mentor colleagues coach best practices improve processes and coordinate with internal teams external providers and R&D to resolve escalated cases efficiently.