Technical Support Lead

POSITION TITLE: Technical Support Team Lead, USWe are seeking a motivated and customer-focused individual to join our team Infimobile as a Tech Support Support Lead.

InfiMobile is a premium mobile virtual network operator that provides reliable nation-wide coverage across the United States with cost effective and budget-friendly plans. To know more about us, check

Key Responsibilities
 Oversee the day-to-day operations of the Technical Support Team
 Act as a senior agent who will drive customer satisfaction through customer support
 Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions
 Act as a mentor and provide oversight, coaching, and training to technical support staff
 Be the point of contact when it comes to technical escalations
 Record and track team SLAs and workflows
 Provide support where needed for both internal and external customers
 Clearly communicate escalated issues to Tier 3 and product managers as needed
 Manage and report on all incoming technical support inquiries
 On-board all new technical support team members
 Assist in the creation of the team KPIs as well as monitor and report on results
 Be actively involved with the operational delivery and UAT if required for new product and feature releases
 Monitor team performance and report on metrics
 Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
 Work to create any relevant support material for the team
 Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
 Implement any necessary preventive measures to reduce customer faults and issues
 Review all technical support related processes and documentation for continuous improvement
 Assist in the creation and implementation of customer self-service material and tools
 Evaluate and analyze trends to prevent future issues

Knowledge, Skills & Abilities Required
 Proven people management and leadership skills
 Excellent communicator, both oral and written
 Strong problem solving and communication skills
 Love being the first line of support and troubleshooting issues
 Strong analytical skills to investigate and resolve customer support tickets
 Able to multi-task efficiently under time pressure
 Able to work with cutting edge technology and assimilate information rapidly
 Previous experience in managing customer focused teams
 Proven experience in managing a service and support focused team culture
 Associates or Bachelor degree in Information Technology or a related field preferred
 Three Years plus experience in a Technical Support role

Work Mode

- Full Time- Flexible Working Hours

Preferred Experience- Work Experience with US Clients.

Benefits- Free Cafeteria- Incentives are provided

Job Type: Full-time

Benefits:
 Flexible schedule
 Food provided
 Health insurance
 Paid sick time

Shift:
 Rotational shift

This Job Description is not intended to be complete or limiting  the role will require a proactive and flexible approach to manage tasks that support a rapid and innovative product development environment.

INFIMOBILE is in a high growth mode. There will be times when the role will be required to complete tasks outside those mentioned above because this role will have the relevant skills and may have higher availability than other team members.

Job Type: Full-time

Benefits:
 Flexible schedule
 Food provided
 Health insurance
 Paid sick time

Shift:
 Rotational shift

Education:
 Bachelor's (Required)

Experience:
 total work: 2 years (Required)

Language:
 English (Required)

Work Location: In person,