Technical Support Tech Lead

SuperCom is seeking an enthusiastic, collaborative, highly motivated, and talented Technical Support Tech Lead to join our team. We are looking for someone who thrives in a fast-paced environment and welcomes new challenges every day.

As a Technical Support Team Lead at SuperCom, you will play a pivotal role in ensuring the satisfaction of our valued customers. You will lead a team of support agents, setting high standards for service excellence, and fostering a culture of continuous improvement.

Reporting to Director of Technical Support.

Responsibilities:

• Lead and managed a team of support agents, providing guidance, coaching, and feedback to ensure high-performance levels.
• Develop and implement support strategies, policies, and procedures to enhance the customer experience.
• Monitor and assess support team KPIs, ensuring targets are met and exceeded.
• Handle escalated customer issues and ensure prompt and effective resolution.
• Collaborate with other departments to improve products/services based on customer feedback.
• Conduct regular training sessions for support staff to enhance their skills and knowledge.
• Create and maintain comprehensive documentation for common customer queries and issues.
• Foster a positive and collaborative work environment within the support team.
• The position requires occasional travel.

Requirements:

• Bachelor's degree in a technical field.
• At least 3 years of experience in a technical support role.
• Experience in a management position- an advantage.
• Experience with tech support web tools such as Jira Service Desk or Zendesk.
• Experience with SQL, APIs, and Web systems.
• Experience working with international customers.
• Willing to provide “On Call” support in 24/7 shifts and during weekends when required.
• Exceptional communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Excellent organizational and time management skills.
• A passion for delivering exceptional customer service.
• Ability to work effectively under pressure and adapt to a fast-paced environment.
• Experience supporting a multi-disciplinary system.