Team Lead, Technical Support

TL;DR

Team Lead, Technical Support: Providing advanced technical support to customers, resolving complex issues, and mentoring colleagues with an accent on deep subject matter expertise and effective communication. Focus on improving procedures, ensuring timely case resolution, and driving escalated customer problems to resolution.

Location: Remote (United Kingdom)

Company

hirify.global software products are used by 25,000+ global businesses to deliver extraordinary customer experiences, fight financial crime and ensure public safety.

What you will do

• Provide advanced technical support to customers via phone, online, chat, and email.
• Mentor colleagues on communication, troubleshooting, process, product knowledge, and case work.
• Improve procedures and processes to enhance efficiency and effectiveness.
• Manage assigned cases based on severity and priority, ensuring timely resolution.
• Identify, document, and report software issues to the appropriate teams.
• Develop training materials and best practice documentation for colleagues and customers.

Requirements

• 7+ years’ experience in a technical customer service role, preferably in technical support.
• Minimum 3 years of experience with technologies such as SaaS, telecommunications, contact centre software, and networking technologies.
• Excellent technical, analytical, and problem-solving skills for complex issues.
• Excellent written and verbal communication skills.
• Understanding of networking technologies and telecommunications architecture.
• Must be based in the UK.

hirify.global-to-have">hirify.global to have

• Ability to troubleshoot VoIP, telephony/telecom technologies, MPLS, SIP, Ethernet.
• Experience in a technical support role in a software or telecommunications environment.
• Workforce Management software and/or outbound dialler experience.
• Competent in database and SQL concepts.

Culture & Benefits

• Flexible schedule and on-call services may be required from time to time.
• Fast-paced, agile environment with critical thinking and problem-solving skills.
• Equal opportunity employer.