Description:
• Ensure the day-to-day activities of technical support representatives run smoothly.
• Monitor team performance, provide guidance, and report progress to the Manager.
• Oversee daily activities of technical support representatives.
• Provide ongoing training, feedback, and coaching to team members.
• Monitor call center metrics and implement corrective actions as needed.
• Resolve team-level issues and escalate critical matters as necessary.
• Develop and maintain knowledge bases, FAQs, and training materials.
• Coordinate with other leads for seamless handoffs between shifts.
• Conduct regular performance reviews and provide actionable feedback.
Requirements:
• Advanced Troubleshooting Skills: Demonstrated ability to diagnose and resolve complex technical issues across hardware, software, and network environments.
• Expertise in analyzing and resolving browser-related issues (Chrome, Edge, and other modern web browsers).
• Operating Systems and Software Knowledge: Proficiency in Windows and macOS operating systems, including system configurations, updates, and permissions management.
• Strong understanding of common software applications, including Office 365, collaboration tools, and cloud-based solutions.
• Understanding of security principles related to software, browsers, and operating systems.
• Browser Support: Advanced knowledge of browser configurations, extensions, and settings for Chrome and Edge.
• Experience resolving browser compatibility issues with enterprise applications and SaaS platforms.
• Ability to troubleshoot performance issues, crashes, and security concerns in web environments.
• Problem-Solving Expertise: Exceptional critical thinking and decision-making skills for real-time problem resolution.
• Proven experience identifying root causes and implementing effective long-term solutions.
• Must have access to a reliable computer, a noise-canceling headset, and a stable high-speed internet connection suitable for video calls and troubleshooting tasks.
Benefits: