Position title Technical Support Team Lead

Position title

Technical Support Team Lead

Description

Are you a tech-savvy and customer-oriented individual with leadership skills  Join our dynamic team at Invoay Software as a Technical Support Team Lead and play a vital role in delivering exceptional support to our valued customers.

Responsibilities

Lead and manage the Technical Support Team, providing guidance, coaching, and mentorship to team members

Ensure timely and effective resolution of customer technical issues and inquiries

Collaborate with cross-functional teams, including product development and QA, to escalate and resolve complex technical issues

Analyze support metrics and performance data to identify areas for improvement and implement process enhancements

Develop and implement training programs to enhance the technical skills of the support team

Act as a point of contact for critical customer escalations and ensure prompt and satisfactory resolution

Stay updated with the latest product features and updates to provide accurate and up-to-date support to customers

Requirements

Proven experience in a technical support role, with at least 5 years of experience in SaaS support

Strong technical acumen and ability to troubleshoot software-related issues effectively

Excellent communication and interpersonal skills, with a customer-centric approach

Leadership and team management experience, with the ability to motivate and inspire the support team

Familiarity with CRM and ticketing systems to manage support requests efficiently

Strong problem-solving abilities and the ability to handle challenging technical situations with empathy and professionalism

Qualifications

Bachelor's degree in computer science, engineering, or a related field (or equivalent experience)

Previous experience in a technical support leadership role is highly preferred

Certification or training in relevant technical areas is a plus

Excellent written and verbal communication skills in English

Job Benefits

Competitive salary package with attractive incentives

Comprehensive health and wellness benefits

Opportunities for career growth and advancement within a fast-growing SaaS company

Collaborative and supportive work environment

Chance to work with cutting-edge technology and innovative software solutions

Ready to lead a team of dedicated technical support professionals and make a difference in customer satisfaction  Apply now and be part of our journey at Invoay Software!

Invoay Software is an equal opportunity employer and values diversity in the workplace. We thank all applicants for their interest, but only those selected for an interview will be contacted.

Hiring organization

Employment Type

Full-time

Industry

SaaS Software, POS Software, Beauty and Wellness

Job Location

Noida, Uttar Pradesh, India

Date posted

5 August 2023

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