Technical Support Lead

Join our dynamic team at BlackStone eIT as a Technical Support Lead. In this leadership position, you will be responsible for guiding our technical support team in delivering high-quality support to our clients. You will ensure that customer inquiries and technical issues are resolved promptly and efficiently while fostering a culture of excellence within the team.

Responsibilities

• Lead and manage a team of technical support specialists, providing guidance, motivation, and performance evaluations.
• Serve as the primary escalation point for complex technical support issues and ensure timely resolution.
• Develop and implement best practices for support processes and workflows to improve customer satisfaction.
• Monitor support ticket volumes and trends, ensuring appropriate staffing and resource allocation.
• Provide training and mentorship to team members, enhancing their skills and knowledge.
• Maintain strong relationships with cross-functional teams to facilitate collaboration on product issues and enhancements.
• Create and analyze reports on support activities, identifying areas for improvement.
• Communicate effectively with customers about their issues, ensuring transparency throughout the support process.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 8+ years of experience in technical support lead, including 3+ years in a seniority position.
• Strong technical knowledge and problem-solving skills.
• Excellent interpersonal and communication skills, with a strong customer-focused mindset.
• Experience with support ticketing systems and reporting tools.
• Ability to mentor and develop team members effectively.
• Proven ability to manage complex technical issues and prioritize tasks effectively.
• Familiarity with ITIL or other service management frameworks is a plus.

• Paid Time Off
• Work From Home
• Performance Bonus
• Training & Development