Technical Support Team Lead

About Us

Trackimo is a world leader of IoT-based personal security and asset tracking solutions, combining hardware, software, cloud systems, cellular communications and app. We have also launched innovative products in the Wearable domain, such as http://nickwatch.com and more are coming up.

We are a fast-growing company specializing in cutting-edge consumer electronics and mobile applications. Our products are used by customers worldwide, and we are dedicated to delivering excellent support to enhance the user experience.

**Job Description**

We are seeking an experienced Customer Support Lead to join our dynamic team. This role is critical in ensuring that our customers receive the highest level of service and technical support. The ideal candidate will have a strong background in supporting consumer electronic products, with a particular focus on mobile applications, smartphones, and IoT devices that use SIM cards.

As the Customer Support Lead, you will oversee a team of support specialists, providing leadership, guidance, and expertise in resolving technical issues. You will also be responsible for managing escalations, improving support processes, and ensuring that customer satisfaction is maintained at the highest level.

**Key Responsibilities**:

- Lead and manage a customer support team, providing coaching, training, and mentorship.

- Handle escalated technical issues and provide advanced troubleshooting for consumer electronics and mobile applications.

- Collaborate with cross-functional teams, including engineering and product development, to resolve complex issues.

- Monitor and improve support processes, including response times and customer satisfaction metrics.

- Create and maintain technical documentation for the support team and customers.

- Manage customer feedback and work to implement solutions that enhance the user experience.

- Provide insights and reports to senior management on support team performance and customer trends.

**Qualifications**:

- Minimum of **4 years of experience** in technical support for consumer electronics or mobile applications.

- Hands-on experience with **mobile phones, smartphones, or IoT devices** using SIM cards is a **big advantage**.

- Strong leadership skills with the ability to manage, motivate, and develop a support team.

- Excellent troubleshooting and problem-solving skills in a technical environment.

- **Fluent in English** with exceptional written and verbal communication skills; additional languages are an advantage, especially Russian.

- Ability to handle high-pressure situations and provide top-notch customer service.

- Strong organizational skills and the ability to prioritize tasks in a fast-paced environment.

**Preferred Skills**:

- Experience with CRM and ticketing systems like Zendesk, Freshdesk, or similar.

- Familiarity with mobile applications and the ability to provide technical support across different platforms (iOS, Android, etc.).

- Knowledge of SIM card technology and IoT device connectivity is a plus.

- Strong analytical and reporting skills.

**What We Offer**:

- Competitive salary and benefits package.

- Opportunity to work with a cutting-edge product in a growing company.

- A dynamic and collaborative work environment.

- Opportunities for professional growth and career advancement.

- A great technical and business team with people in multiple countries working and sharing information and good spirit together.

**How to Apply**: 

Interested candidates are invited to submit their resume and cover letter through LinkedIn or directly to [email protected] 

We look forward to hearing from you!

---

**Equal Opportunity Employer** 

Trackimo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.