Responsibilities

As a Technical Support Lead, you will be responsible for leading and managing a team of technical support specialists, providing guidance and performance evaluations. You will serve as the primary escalation point for complex technical issues, ensuring timely resolution, and developing best practices for support processes and workflows to improve customer satisfaction. Furthermore, you will monitor support ticket volumes and trends, ensuring appropriate staffing and resource allocation, provide training and mentorship to team members, and maintain strong relationships with cross-functional teams to facilitate collaboration.