4 Remote Lead Technical Support Specialist jobs in whatjobs
Remote Lead Technical Support Specialist
Posted 23 days ago
Job Viewed
Job Description
Our client is searching for a highly skilled and experienced Lead Technical Support Specialist to oversee their remote customer support operations. This role is integral to ensuring customer satisfaction and operational efficiency by providing advanced technical assistance and guiding a team of support professionals. You will be responsible for diagnosing and resolving complex technical issues across various platforms and systems, developing and implementing support procedures, and creating comprehensive knowledge base articles and training materials. The Lead Technical Support Specialist will also play a key role in identifying trends in support requests, providing feedback to product development teams for service improvements, and managing escalated customer issues. Exceptional problem-solving abilities, strong communication skills, and a proven ability to manage and motivate a remote team are essential. This position requires a proactive approach to identifying potential problems before they impact users and a commitment to maintaining service level agreements. You will be instrumental in fostering a culture of continuous learning and exceptional service delivery within the support department. The ability to document technical solutions clearly and concisely is paramount. This is an opportunity to make a significant impact on customer experience while working in a flexible, remote environment. We are looking for an individual who can lead by example, demonstrating technical expertise and outstanding interpersonal skills. Your contributions will directly influence customer loyalty and the overall success of our client's offerings. If you are passionate about technology and helping others, and you excel in a remote work setting, we invite you to apply for this exciting opportunity. Your leadership will empower our support team to deliver unparalleled service.
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Remote Lead Technical Support Specialist
Posted 1 day ago
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Job Description
Our client is seeking a highly experienced and motivated Lead Technical Support Specialist to join their dynamic, fully remote team. This is a critical role focused on ensuring exceptional technical assistance and troubleshooting for a diverse range of clients and internal systems. The ideal candidate will possess a deep understanding of IT infrastructure, network protocols, and common software applications, coupled with outstanding communication and problem-solving skills. You will be responsible for guiding a team of support technicians, developing and implementing support strategies, and acting as a point of escalation for complex technical issues. Your primary focus will be on delivering timely and effective solutions, maintaining high levels of customer satisfaction, and contributing to the continuous improvement of support processes. This role requires a proactive approach to identifying potential issues before they impact users and a commitment to staying abreast of the latest technological advancements. The successful applicant will play a pivotal role in maintaining the stability and performance of our client's technological ecosystem, working collaboratively with various departments to achieve overarching business objectives. As a remote-first position, you will thrive in an environment that values autonomy, accountability, and effective virtual collaboration. Your ability to manage your workload efficiently, communicate clearly across digital platforms, and contribute positively to a remote team culture will be paramount. The role is based in Mlolongo, Machakos, KE , but operations are conducted entirely remotely, offering flexibility and a broad reach for talent acquisition.
Key Responsibilities:
Key Responsibilities:
- Lead and mentor a team of remote technical support agents, providing guidance, training, and performance feedback.
- Develop and refine technical support procedures, documentation, and knowledge base articles.
- Respond to escalated technical support requests via phone, email, and chat, resolving complex issues efficiently.
- Diagnose and troubleshoot hardware, software, and network problems across various operating systems and platforms.
- Collaborate with IT and development teams to identify root causes of recurring issues and implement permanent solutions.
- Monitor system performance and proactively identify potential issues.
- Ensure adherence to service level agreements (SLAs) and maintain high standards of customer satisfaction.
- Contribute to the development and implementation of new support tools and technologies.
- Generate reports on support ticket volumes, resolution times, and customer feedback.
- Stay current with industry trends and best practices in technical support and IT management.
- Proven experience in a technical support role, with at least 2 years in a leadership or senior capacity.
- Strong knowledge of operating systems (Windows, macOS, Linux), networking (TCP/IP, DNS, DHCP), and common software applications.
- Excellent analytical and problem-solving skills.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.
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Remote Lead Technical Support Specialist
Posted 9 days ago
Job Viewed
Job Description
Our client, a dynamic technology firm, is seeking an experienced and proactive Lead Technical Support Specialist to manage and elevate their remote customer service operations. This role is fully remote, offering you the chance to lead a team dedicated to providing exceptional technical assistance to a global customer base. You will be responsible for resolving complex technical issues, mentoring support agents, and improving support processes to ensure maximum customer satisfaction and system uptime.
Responsibilities:
Responsibilities:
- Lead a team of technical support agents in delivering timely and effective technical assistance to customers via various channels, including phone, email, live chat, and ticketing systems.
- Provide Tier 3 support for complex technical issues, troubleshooting software and hardware problems, and escalating to engineering teams when necessary.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides to empower customers and support agents.
- Monitor support ticket queues and agent performance, ensuring adherence to service level agreements (SLAs) and quality standards.
- Train new support staff on company products, support tools, and customer service best practices.
- Identify recurring technical issues and provide feedback to product development and engineering teams for continuous improvement.
- Analyze support metrics and KPIs to identify trends, areas for improvement, and opportunities to enhance the customer experience.
- Champion customer satisfaction by ensuring a positive and efficient support interaction.
- Stay up-to-date with product updates, new features, and industry best practices in technical support and customer service.
- Manage the escalation process for critical customer issues, ensuring prompt resolution and effective communication with stakeholders.
- Contribute to the development and refinement of support policies and procedures.
- Proactively identify potential system issues and recommend preventive measures.
- Foster a positive and collaborative team environment, encouraging knowledge sharing and professional development.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support or helpdesk roles, with at least 2 years in a lead or supervisory capacity.
- Proven expertise in troubleshooting software applications, operating systems, and hardware issues.
- Strong understanding of networking concepts, cloud technologies, and common IT infrastructure.
- Excellent problem-solving, analytical, and diagnostic skills.
- Exceptional customer service and communication skills, with the ability to empathize and de-escalate challenging situations.
- Proficiency in using ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools.
- Ability to manage and mentor a remote team effectively.
- Strong organizational skills and the ability to prioritize tasks in a fast-paced environment.
- Experience in developing and delivering training materials is a plus.
- A proactive approach to identifying and resolving issues.
This advertiser has chosen not to accept applicants from your region.
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Remote Lead Technical Support Specialist
Posted 7 days ago
Job Viewed
Job Description
Our client is searching for a seasoned and adept Lead Technical Support Specialist to spearhead their remote support operations. This critical role demands a profound understanding of troubleshooting complex technical issues across various platforms and software. The Lead Technical Support Specialist will be responsible for managing incoming support tickets, diagnosing hardware and software problems, and providing timely and effective solutions to end-users. This position requires not only exceptional technical acumen but also strong leadership and communication skills. You will be expected to mentor and guide a team of support specialists, develop and implement best practices for technical support, and contribute to the creation of knowledge base articles and support documentation. Furthermore, you will collaborate with engineering and development teams to identify and resolve recurring issues, escalating complex problems when necessary. The ideal candidate will have a proven ability to manage a remote team, ensuring high levels of customer satisfaction and adherence to service level agreements. You must be proficient in remote diagnostic tools and possess a deep knowledge of operating systems, network configurations, and common IT infrastructure. This role is ideal for someone who excels in a remote-first environment, is highly organized, and can manage multiple priorities effectively. Your responsibilities will include analyzing support trends, identifying areas for improvement in support processes, and training junior staff on new technologies and support methodologies. A proactive approach to problem-solving and a commitment to continuous learning are essential. We are looking for an individual who can not only solve technical challenges but also inspire confidence and provide exceptional service to our client's user base. A strong understanding of cybersecurity best practices is also highly desirable. The ability to document solutions clearly and concisely for both technical and non-technical audiences is crucial. This is an excellent opportunity to make a significant impact within a growing organization, leading a vital function remotely. A bachelor's degree in Computer Science, Information Technology, or a related field, along with 5+ years of experience in technical support, with at least 2 years in a lead or supervisory role, is required.
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