Technical Support Lead


Columbia, SC

Industry: Information Services


Less than 5 years

Posted 284 days ago

  by    Kelli Long

This job is no longer available.

KG Workforce Solutions is recruiting for a Technical Support Lead to oversee day-to-day operations of a call center focused on providing excellent customer service and troubleshooting for technical issues, user questions, and operation inquiries.

Technical Support Lead Responsibilities:

Ensuring timely and proper review, documentation, support, and resolution of customer tickets

Overseeing metrics and SLAs to ensure company standards, customer expectations, and producers are met and enforced

Coaching and mentors staff, providing timely reviews, feedback, and training

Participating in on-call rotation as needed and ensure adequate staffing 

Contributing to critical processes and procedure creation, testing, and deployment

Assuming technical responsibility for assigned projects and ongoing system support, testing, and performance

Technical Support Lead Requirements

Four years of experience in technical customer service and/or help desk support

Considerable experience with ticketing systems, such as Remedy, Oaisys, etc.

At least three years of experience with telecommunication systems support, such as Avaya, Mitel, Cisco, etc.

Bachelor?s degree in computer science, business administration, information systems management, or other related field

This is a full-time, permanent position in Columbia, SC. Relocation assistance negotiable. Competitive salary and excellent benefits.

$80K base, bonus potential, relo negotiable bonus