Job description
Join our dynamic team at BlackStone eIT as a Technical Support Lead. In this leadership position, you will be responsible for guiding our technical support team in delivering high-quality support to our clients. You will ensure that customer inquiries and technical issues are resolved promptly and efficiently while fostering a culture of excellence within the team.
Responsibilities
Lead and manage a team of technical support specialists, providing guidance, motivation, and performance evaluations.
Serve as the primary escalation point for complex technical support issues and ensure timely resolution.
Develop and implement best practices for support processes and workflows to improve customer satisfaction.
Monitor support ticket volumes and trends, ensuring appropriate staffing and resource allocation.
Provide training and mentorship to team members, enhancing their skills and knowledge.
Maintain strong relationships with cross-functional teams to facilitate collaboration on product issues and enhancements.
Create and analyze reports on support activities, identifying areas for improvement.
Communicate effectively with customers about their issues, ensuring transparency throughout the support process.
Bachelor’s degree in Computer Science, Information Technology, or a related field.
8+ years of experience in technical support lead, including 3+ years in a seniority position.
Strong technical knowledge and problem-solving skills.
Excellent interpersonal and communication skills, with a strong customer-focused mindset.
Experience with support ticketing systems and reporting tools.
Ability to mentor and develop team members effectively.
Proven ability to manage complex technical issues and prioritize tasks effectively.
Familiarity with ITIL or other service management frameworks is a plus.
Paid Time Off
Work From Home
Performance Bonus
Training & Development
