Lead Technical Support Associate
About The Position
Provide reliable technical assistance to internal and external customers. You will provide professional coverage of Technical Support Help desk. You will support focus on accuracy, timely feedback, and customer satisfaction. You will drive timely identification, investigation, resolution, root cause analysis and replication of technical issues. You will build internal relationships to expedite complicated cases. You will develop broad understanding of customer needs. You will support the knowledge-sharing mindset, methodology, and tools. You will help develop Technical Support processes. You will ensure proper documenting and recording of all activity and communication. Be part of a team that is solving complex technical problems for the customer. Learn to apply highest standards of customer support.
Requirements
- High School Diploma, or equivalent.
- Some experience in the field
Nice To Haves
- Bachelor degree in Management, Computer Science or a technology related discipline
- Experience in the industry is preferred
- Excellent interpersonal and verbal & written communication skills
- Strong continuous improvement mindset, strong leadership impact
- Experience with Salesforce.com and SharePoint
- Demonstrated experience with Knowledge Management & Call Center Management
- Good administration skills
Responsibilities
- Facilitate issue identification and analysis
- Investigate and resolve technical issues
- Track requests resolution
- Provide technical training
- Build relationships with customers
- Test products & software
- Develop and share knowledge
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
