Log In
Sign Up
Description
We are seeking a motivated and experienced Tech Support Lead to manage our technical support team and ensure that our customers receive top-notch technical assistance.
The ideal candidate will have a strong technical background, exceptional communication and leadership skills, and the ability to manage and motivate a team
Job Description:
Developing a deep understanding of Adit’s all products to assist team members in resolving customer issues.
Managing a technical support team including all domains from Installation to troubleshooting support.
Develop and implement processes and procedures to optimize the team’s performance and customer satisfaction.
Communicating with Doctors or Practice owners via telephone, email, or other media as applicable regarding technically complex problems identified in Adit’s products, and maintaining effective client relations.
Collaborate with cross-functional teams to escalate and resolve complex technical issues and liaison with Product Development and QA teams about key product issues.
Maintain ownership of issues until resolution, drive other teams as needed, and set client’s expectations accordingly.
Monitor team performance and make sure the team is on track to resolve incidents in a timely manner.
Develop training programs to improve the technical skills of the team members and keep them up-to-date with the latest technologies and products.
Conduct periodic meetings with the Team and understand the poor to top performers.
Monitor and report on team performance metrics, identify areas for improvement and take corrective action when necessary.
Provide guidance, assistance, and mentoring support to all the team members when needed.
Participate in product development meetings to provide input on technical support requirements and customer needs.
Coordinate with the management and CEO for ongoing problems and possible solutions.
Requirements:
Bachelor’s degree in Computer Science, Information Technology, or related field.5+ years of experience in SaaS-based technical support with at least 2 years of experience in a leadership or management role.
Strong technical background with experience in troubleshooting hardware, software, and network issues.
Exceptional communication and leadership skills.
Ability to manage and motivate a team in a fast-paced and dynamic environment.
Experience in developing and implementing processes and procedures.
Ability to analyze and interpret data to identify trends and improve team performance.
Experience in developing and delivering training programs.
Strong customer service skills with the ability to handle escalated customer issues.
Ability to work independently and in a team environment.
Availability to work in the US-Shift (6-30 pm to 3-30 am) #Must be Flexible up to 5 am.
