8 Technical Support Lead Remote jobs in whatjobs
Job Description
Our client is seeking a motivated and experienced Technical Support Lead to manage and guide their remote customer support team. This role is critical for ensuring that technical issues are resolved efficiently and effectively, maintaining high levels of customer satisfaction. You will be responsible for leading a team of support specialists, handling complex technical inquiries, developing support processes, and ensuring the quality of service provided. The ideal candidate will possess strong technical acumen, excellent leadership abilities, and a proven history of success in technical support environments. This is a remote-first position, requiring robust self-management skills, strong communication, and the ability to mentor and support a distributed team. You will play a key role in shaping the customer support experience.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, train, and mentor a team of remote technical support specialists.
- Manage incoming support tickets, ensuring timely and accurate resolution of customer issues.
- Handle escalated technical problems that require advanced troubleshooting expertise.
- Develop and implement standard operating procedures for the technical support function.
- Monitor team performance and key metrics, identifying areas for improvement.
- Collaborate with engineering and product teams to resolve complex bugs and technical issues.
- Create and maintain technical documentation, FAQs, and troubleshooting guides.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Gather customer feedback and provide insights to improve products and services.
- Foster a positive and customer-centric team culture.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent work experience.
- Minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing remote teams and operations.
- Strong technical knowledge of software, hardware, and networking concepts.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Proficiency in using helpdesk software and ticketing systems.
- Exceptional communication, interpersonal, and customer service skills.
- Ability to effectively train and mentor team members.
- Strong organizational and time management skills.
- Adaptability and ability to thrive in a fast-paced, remote environment.
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Technical Support Lead (Remote)
Posted 14 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Technical Support Lead to manage their remote support team. This position is fully remote, allowing you to work from any location. You will be responsible for leading a team of technical support specialists, ensuring the delivery of exceptional technical assistance to our clients. Key responsibilities include overseeing the resolution of customer issues, managing support queues, developing and implementing support policies and procedures, and training and mentoring support staff. You will also be involved in identifying recurring technical problems, escalating complex issues to appropriate teams, and contributing to the knowledge base. The ideal candidate will possess strong technical troubleshooting skills across various hardware and software platforms, excellent leadership and team management abilities, and a deep commitment to customer satisfaction. Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is essential. You should have outstanding communication skills, both written and verbal, and the ability to explain technical concepts clearly to non-technical users. Our client is dedicated to providing outstanding customer service and fostering a supportive and efficient remote work environment. This role offers a significant opportunity to shape the customer support experience and contribute to the overall success of the company. You will be instrumental in ensuring our clients receive timely and effective technical assistance. The successful candidate will be a proactive problem-solver, capable of motivating a team and driving continuous improvement in support operations within a remote setting.The conceptual focus for this role is Bungoma, Bungoma, KE , with the understanding that the work is entirely remote.
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1
Technical Support Lead - Remote
Posted 22 days ago
Job Viewed
Job Description
Our client is seeking a proactive and experienced Technical Support Lead to manage their remote support team. This is a fully remote position, offering the chance to lead and mentor technicians from anywhere.
You will be responsible for ensuring timely and effective resolution of customer technical issues, managing the support queue, training and guiding support agents, and improving support processes. The ideal candidate has a strong technical background, excellent customer service skills, and proven leadership experience in a helpdesk or technical support environment.
Responsibilities:
Qualifications:
You will be responsible for ensuring timely and effective resolution of customer technical issues, managing the support queue, training and guiding support agents, and improving support processes. The ideal candidate has a strong technical background, excellent customer service skills, and proven leadership experience in a helpdesk or technical support environment.
Responsibilities:
- Lead and manage a team of remote technical support specialists.
- Oversee the daily operations of the helpdesk, ensuring efficient ticket management and resolution times.
- Provide Tier 2/3 technical support and troubleshooting for complex customer issues.
- Develop and maintain support documentation, knowledge base articles, and troubleshooting guides.
- Train new support agents and provide ongoing coaching and performance feedback.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
- Identify recurring technical issues and work with product/engineering teams to implement solutions.
- Manage escalations and ensure timely resolution of critical customer problems.
- Implement and improve support processes and workflows to enhance efficiency and customer experience.
- Gather customer feedback and provide insights to product development teams.
- Ensure adherence to service level agreements (SLAs).
- Contribute to the development of support tools and technologies.
Qualifications:
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support or helpdesk environments, with at least 2 years in a lead or supervisory role.
- Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Management).
- Excellent troubleshooting and problem-solving skills.
- Exceptional customer service and communication skills, both written and verbal.
- Proven ability to lead and motivate a remote team.
- Experience in developing training materials and conducting technical training.
- Ability to prioritize and manage multiple tasks effectively in a fast-paced remote environment.
- Familiarity with cloud technologies and SaaS applications is a plus.
- Certifications such as CompTIA A+, Network+, or ITIL are beneficial.
This advertiser has chosen not to accept applicants from your region.
2
Technical Support Lead (Remote)
Posted 20 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and experienced Technical Support Lead to manage and enhance their customer support operations. This role is fully remote, allowing you to contribute your expertise from any location. You will be responsible for leading a team of technical support representatives, ensuring prompt and effective resolution of customer issues, and contributing to the overall improvement of the customer experience. Key responsibilities include:
The ideal candidate will have a Bachelor's degree in a relevant field, complemented by at least 5 years of experience in technical support, with a minimum of 2 years in a leadership or supervisory role. Strong knowledge of troubleshooting hardware and software issues, excellent communication, problem-solving, and team management skills are essential. Familiarity with CRM systems and helpdesk software is required. As this is a remote position, you must possess excellent time management skills, be highly self-motivated, and have a strong ability to collaborate effectively in a virtual environment. This is an excellent opportunity to take the lead in shaping a crucial customer-facing function.
- Leading, mentoring, and motivating a team of technical support specialists.
- Overseeing the daily operations of the technical support department.
- Ensuring timely and high-quality resolution of customer technical issues across multiple channels (phone, email, chat).
- Developing and implementing support procedures and best practices.
- Training new support staff and providing ongoing professional development for the team.
- Monitoring key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
- Analyzing support tickets to identify recurring issues and provide feedback to product and engineering teams.
- Managing escalations and resolving complex customer problems.
- Maintaining and updating the knowledge base and support documentation.
- Collaborating with other departments to ensure a seamless customer journey.
The ideal candidate will have a Bachelor's degree in a relevant field, complemented by at least 5 years of experience in technical support, with a minimum of 2 years in a leadership or supervisory role. Strong knowledge of troubleshooting hardware and software issues, excellent communication, problem-solving, and team management skills are essential. Familiarity with CRM systems and helpdesk software is required. As this is a remote position, you must possess excellent time management skills, be highly self-motivated, and have a strong ability to collaborate effectively in a virtual environment. This is an excellent opportunity to take the lead in shaping a crucial customer-facing function.
This advertiser has chosen not to accept applicants from your region.
3
Technical Support Lead - Remote
Posted 19 days ago
Job Viewed
Job Description
Our client is looking for a dynamic and experienced Technical Support Lead to manage their fully remote customer service and helpdesk operations. This role is crucial for ensuring seamless technical assistance to our diverse customer base. You will lead a team of technical support specialists, providing guidance, training, and performance management. Responsibilities include overseeing the resolution of technical issues, managing support tickets, and maintaining high levels of customer satisfaction. You will develop and implement support processes and procedures to enhance efficiency and effectiveness. The ideal candidate will possess a strong technical aptitude, excellent problem-solving skills, and a deep understanding of common software and hardware issues. Experience with CRM systems, ticketing platforms, and remote support tools is essential. You will also be responsible for creating and maintaining a comprehensive knowledge base of technical solutions and troubleshooting guides. Excellent communication and interpersonal skills are vital for interacting with customers and team members in a remote setting. This is a fully remote position, offering the flexibility to work from anywhere. A Bachelor's degree in Information Technology, Computer Science, or a related field is preferred. A minimum of 5 years of experience in technical support, with at least 2 years in a team lead or supervisory role, is required. Certifications in IT support (e.g., CompTIA A+, ITIL) are a plus. You should be highly organized, results-oriented, and capable of motivating a remote team to achieve service level agreements. Join our client and lead a critical function that directly impacts customer experience and loyalty.
This advertiser has chosen not to accept applicants from your region.
4
Technical Support Lead (Remote)
Posted 19 days ago
Job Viewed
Job Description
Our client is looking for an experienced and proactive Technical Support Lead to manage their customer service operations in a fully remote capacity. This role is pivotal in ensuring exceptional customer satisfaction by leading a team of support specialists, resolving complex technical issues, and continuously improving support processes. You will be responsible for overseeing the daily operations of the helpdesk, providing Tier 2 and Tier 3 technical support, managing escalations, and developing training materials for the support team. A key aspect of this role involves analyzing support tickets to identify trends, root causes of issues, and opportunities for product enhancement or knowledge base expansion. The ideal candidate will possess a minimum of 5 years of experience in technical support or IT helpdesk roles, with at least 2 years in a leadership or supervisory capacity. Strong technical acumen across various operating systems, hardware, and software applications is essential, along with a deep understanding of troubleshooting methodologies. Excellent problem-solving and diagnostic skills are paramount. You must be an outstanding communicator, both verbally and in writing, with the ability to explain technical concepts to non-technical users and manage customer expectations effectively in a remote environment. Experience with CRM and ticketing systems (e.g., Zendesk, ServiceNow) is required. A relevant IT certification (e.g., CompTIA A+, Network+, ITIL) is highly desirable. This is a fantastic opportunity for a motivated individual to lead a remote support team, shape customer experience, and contribute to the success of our client's products and services. The role is based remotely, serving clients associated with the Garissa, Garissa, KE region.
This advertiser has chosen not to accept applicants from your region.
5
Technical Support Lead (Remote)
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking a skilled and experienced Technical Support Lead to manage their customer service and helpdesk operations in a fully remote setting. This critical role involves leading a team of support specialists, ensuring timely and effective resolution of technical issues, and enhancing overall customer satisfaction. The ideal candidate will have a strong background in IT support, troubleshooting complex technical problems, and experience in managing a support team. You will be responsible for setting service level agreements (SLAs), developing support documentation, and implementing best practices for incident management and customer service.
Key responsibilities include mentoring and training support staff, monitoring team performance, and analyzing support metrics to identify areas for improvement. You will also serve as an escalation point for complex technical issues, collaborate with engineering and product teams to address bugs and feature requests, and contribute to the development of self-service support resources. The ability to communicate technical information clearly and concisely to both technical and non-technical audiences is essential. Strong leadership, problem-solving, and interpersonal skills are required to effectively manage a remote team and ensure exceptional customer support. We are looking for a proactive individual who is passionate about technology, dedicated to providing outstanding customer service, and capable of thriving in a dynamic, remote work environment.
Key responsibilities include mentoring and training support staff, monitoring team performance, and analyzing support metrics to identify areas for improvement. You will also serve as an escalation point for complex technical issues, collaborate with engineering and product teams to address bugs and feature requests, and contribute to the development of self-service support resources. The ability to communicate technical information clearly and concisely to both technical and non-technical audiences is essential. Strong leadership, problem-solving, and interpersonal skills are required to effectively manage a remote team and ensure exceptional customer support. We are looking for a proactive individual who is passionate about technology, dedicated to providing outstanding customer service, and capable of thriving in a dynamic, remote work environment.
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6
Technical Support Lead (Remote)
Posted 1 day ago
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Job Description
Our client, a fast-growing software company, is looking for a proactive and customer-focused Technical Support Lead to manage their remote support team. This is a fully remote position, offering the opportunity to lead a global team dedicated to providing exceptional technical assistance. You will be responsible for overseeing daily support operations, troubleshooting complex technical issues, developing support documentation, and ensuring customer satisfaction. The ideal candidate will have a deep understanding of software applications, hardware, and networking principles, coupled with strong leadership and problem-solving skills. You will mentor and guide support agents, analyze support trends, and implement strategies to improve response times and resolution rates. Key responsibilities include managing the support ticket queue, escalating critical issues, training new support staff, and collaborating with engineering and product teams to resolve bugs and enhance product functionality. You will also be responsible for developing and maintaining a comprehensive knowledge base and FAQ section. A Bachelor's degree in Information Technology, Computer Science, or a related field is preferred. A minimum of 4 years of experience in technical support, with at least 1 year in a lead or supervisory role, is required. Proven ability to troubleshoot complex technical problems across various platforms (Windows, macOS, Linux) and a strong understanding of SaaS environments are essential. Excellent communication, empathy, and customer service skills are paramount. Proficiency in helpdesk software, ticketing systems (e.g., Zendesk, Jira Service Management), and remote access tools is expected. This remote role requires a highly organized individual who can work independently, manage time effectively, and foster a positive and collaborative team culture across different time zones. You will be the frontline of customer advocacy, ensuring a seamless and positive user experience. Join a company that values innovation, supports professional development, and offers a flexible work environment. This position is based in the vicinity of Embu, Embu, KE , but operates entirely remotely.
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