2 Customer Support Team Lead Technical Assistance jobs in whatjobs
Customer Support Team Lead, Technical Assistance
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Customer Support Team Lead to guide their Technical Assistance team in Kisumu, Kisumu, KE . This role offers a fantastic opportunity for a motivated individual to lead a team, ensure exceptional customer service, and contribute to the continuous improvement of support operations. The ideal candidate will have a strong background in customer service, technical troubleshooting, and team leadership.
As a Team Lead, you will be responsible for supervising a team of customer support representatives, providing training, coaching, and performance management to ensure high levels of customer satisfaction and adherence to service level agreements (SLAs). You will handle escalated customer issues, resolving complex technical problems and ensuring prompt and effective solutions. Your ability to empathize with customers and guide your team through challenging situations will be critical.
Key responsibilities include monitoring team performance, analyzing support metrics (e.g., response times, resolution rates, customer satisfaction scores), and implementing strategies to enhance team productivity and efficiency. You will also collaborate with other departments, such as product development and engineering, to provide feedback on customer issues and identify areas for product improvement. Developing and updating knowledge base articles and support documentation will also be part of your role, ensuring the team has access to accurate information.
The successful candidate will possess excellent communication, problem-solving, and interpersonal skills. You should be proficient in using customer relationship management (CRM) software and helpdesk ticketing systems. Experience in troubleshooting common technical issues related to software or hardware would be advantageous. This role is based in Kisumu, Kisumu, KE , requiring on-site presence to effectively lead and mentor the team.
Qualifications:
As a Team Lead, you will be responsible for supervising a team of customer support representatives, providing training, coaching, and performance management to ensure high levels of customer satisfaction and adherence to service level agreements (SLAs). You will handle escalated customer issues, resolving complex technical problems and ensuring prompt and effective solutions. Your ability to empathize with customers and guide your team through challenging situations will be critical.
Key responsibilities include monitoring team performance, analyzing support metrics (e.g., response times, resolution rates, customer satisfaction scores), and implementing strategies to enhance team productivity and efficiency. You will also collaborate with other departments, such as product development and engineering, to provide feedback on customer issues and identify areas for product improvement. Developing and updating knowledge base articles and support documentation will also be part of your role, ensuring the team has access to accurate information.
The successful candidate will possess excellent communication, problem-solving, and interpersonal skills. You should be proficient in using customer relationship management (CRM) software and helpdesk ticketing systems. Experience in troubleshooting common technical issues related to software or hardware would be advantageous. This role is based in Kisumu, Kisumu, KE , requiring on-site presence to effectively lead and mentor the team.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3-5 years of experience in customer service or technical support, with at least 1-2 years in a leadership or supervisory role.
- Proven ability to lead, motivate, and develop a customer support team.
- Strong technical aptitude and experience with troubleshooting common software and hardware issues.
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Excellent communication, problem-solving, and conflict-resolution skills.
- Ability to analyze performance metrics and implement improvement strategies.
- Customer-centric mindset with a passion for delivering outstanding service.
- Experience working within the Kisumu, Kisumu, KE service industry is highly preferred.
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Customer Support Team Lead - Technical Assistance
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dynamic Customer Support Team Lead to manage their remote technical assistance team. This is a fully remote position, offering a fantastic opportunity to lead a team dedicated to providing exceptional customer service and resolving technical issues efficiently. The Team Lead will be responsible for overseeing daily operations, coaching and developing support agents, ensuring service level agreements (SLAs) are met, and maintaining high levels of customer satisfaction. You will also play a key role in identifying trends in customer inquiries and providing feedback to product and development teams to drive improvements.
Key responsibilities include managing agent performance, conducting regular one-on-one meetings, and facilitating team training sessions. You will handle escalated customer issues, troubleshoot complex technical problems, and ensure timely resolution. This role requires a strong understanding of customer support best practices, excellent problem-solving abilities, and a passion for customer advocacy. As a remote leader, exceptional communication, organization, and time management skills are paramount. You will be responsible for fostering a positive and collaborative remote team environment, motivating agents to perform at their best.
Qualifications include a Bachelor's degree or equivalent experience. A minimum of 4 years of experience in customer support, with at least 2 years in a leadership or supervisory role, is required. Proven experience in technical troubleshooting and support, preferably in a software or technology environment, is essential. Excellent verbal and written communication skills are a must. Proficiency with CRM software and helpdesk ticketing systems is necessary. If you are a motivated leader passionate about delivering outstanding customer experiences and excel in a remote work setting, this opportunity is ideal for you.
Key responsibilities include managing agent performance, conducting regular one-on-one meetings, and facilitating team training sessions. You will handle escalated customer issues, troubleshoot complex technical problems, and ensure timely resolution. This role requires a strong understanding of customer support best practices, excellent problem-solving abilities, and a passion for customer advocacy. As a remote leader, exceptional communication, organization, and time management skills are paramount. You will be responsible for fostering a positive and collaborative remote team environment, motivating agents to perform at their best.
Qualifications include a Bachelor's degree or equivalent experience. A minimum of 4 years of experience in customer support, with at least 2 years in a leadership or supervisory role, is required. Proven experience in technical troubleshooting and support, preferably in a software or technology environment, is essential. Excellent verbal and written communication skills are a must. Proficiency with CRM software and helpdesk ticketing systems is necessary. If you are a motivated leader passionate about delivering outstanding customer experiences and excel in a remote work setting, this opportunity is ideal for you.
This advertiser has chosen not to accept applicants from your region.
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