Team Lead, Technical Support

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Exhibit expertise in primary technologies along with additional technology specialties.

• Deliver advanced technical assistance to customers through phone, online, chat, and email channels.

• Examine logs, traces, packet captures, and other technical data to diagnose root causes.

• Manage both internal and external troubleshooting communications to maintain customer and stakeholder confidence.

• Guide colleagues in communication, troubleshooting, processes, product knowledge, and case management.

• Foster productive discussions and debates to thoroughly analyze and resolve issues.

• Enhance procedures and processes to boost efficiency and effectiveness.

• Oversee cases in alignment with SLA response and resolution targets, aiding colleagues in timely problem resolution.

• Implement root-cause corrections to prevent recurring issues.

• Actively manage assigned and queued cases based on severity, priority, skills, and resolution capability.

• Initiate and monitor incidents with third-party providers, collaborating with internal stakeholders.

• Achieve and uphold KCS Publisher certification; create and refresh knowledgebase content using KCS methodology.

• Identify, document, and report software, design, reliability, and maintenance issues to the relevant teams.

• Collect and validate bug information for R&D reproduction and collaborate during issue isolation, correction, and resolution execution.

• Maintain outstanding KPI performance and exemplify higher-level achievements.

• De-escalate customer situations and manage complex and escalated cases.

• Analyze networking technologies and technical diagrams for diagnosis and resolution purposes.

• Provide real-time training to colleagues and develop training materials along with best-practice documentation.

• Work a flexible schedule and offer occasional on-call support.

⛳️ Requirements

• Over 7 years of experience in a technical customer service role, ideally in technical support.

• At least 3 years of experience with SaaS, telecommunications, contact center software, networking technologies, VoIP, QoS, SIP, APIs, bots, TCP/IP, HTTP, HTTPS, SFTP, scripting, load balancers, proxies, firewalls, and relational databases such as MSSQL, Oracle, and MySQL.

• Strong technical, analytical, problem-solving, written, and verbal communication skills.

• Proficient in time management and multitasking within a fast-paced, interruption-prone environment.

• Capability to utilize, create, and enhance knowledgebase resources.

• Ability to resolve escalated customer issues by leveraging internal and external resources.

• Effective communication skills across Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management teams.

• Familiarity with the contact center industry, market dynamics, and business trends.

• Understanding of networking technologies and telecommunications architecture, including PBX, carriers, and VoIP.

• Ability to work independently while being part of a larger team.

• Capacity to thrive in a fast-paced, agile environment.

• Quick adaptability to change, proactive communication, and positive thinking.

• Bachelor’s degree in computer science, Business Information Systems, Networking, or a related field, or equivalent professional experience required.

• Preferred: Experience with VoIP, telephony/telecom, MPLS, SIP, Ethernet, OC-X, 1+, and toll-free services troubleshooting.

• Preferred: Experience with Workforce Management software and/or outbound dialer systems.

• Preferred: Knowledge of Web Services and APIs.

• Preferred: Familiarity with database and SQL concepts.

• Obtain and maintain Knowledge-Centered Service (KCS) Publisher certification.

🏝️ Benefits

• Flexible work schedule with occasional on-call responsibilities.

• Commitment to equal opportunity employment.