Technical Team Lead - Tier 1

Confidential Company  •  Rochester, NY

8 - 10 years experience  •  Telecommunications.

Salary depends on experience
Posted on 05/22/18
Confidential Company
Rochester, NY
8 - 10 years experience
Telecommunications.
Salary depends on experience
Posted on 05/22/18

The position reports to the Manager of Technical Services and serves as a key member of the Global Support Services leadership team. This is a hands-on position. The incumbent will be expected to have direct involvement in all aspects of delivery of technical support, assisting team by mentoring and providing guidance to the team on policies and procedures, and maintaining critical escalations.
 
We're seeking a candidate with a technical background and strong people management skills to manage, coach and mentor technical support representatives. You'll be involved in tracking and monitoring performance statistics and providing an analysis to the team. You'll also manage customer situations that are escalated to you and will work with other departments to resolve customer issues that require code or product changes.
 
The ideal candidate should have experience with running a support center that may be geographically dispersed. Experience with Knowledge Management and Knowledge Centered Support paradigm is a definite plus.
 

Responsibilities:

  • Review escalated cases & defects to Advanced Engineers for completeness
  • Train/mentor existing Technical Support team to improve product knowledge and resolution communication skills
  • Work with new hires on the onboarding process and provide applicable direction
  • Work with other managers and the support team to implement new procedures and processes
  • Motivate and inspire employees to continually strive for a world class customer supportexperience
  • Assist Manager with technical support staff including hiring, coordinating training and performance evaluations
  • Allocate resources to maximize team performance
  • Analyze trends and manage the internal/external escalation and customer contacts
  • Monitor and reportinternal and external performance metrics and make recommendations for improvements
  • Ensure that all calls, tickets and emails are logged in the ticketing systems and resolved quickly
  • Create and enforce service level agreements
  • Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)
  • Provide ongoing, regular updates to customers to keep them apprised of progress toward problem resolution
  • Manage the resolution of customer escalations, work with the support team to deliver potential solutions
  • Work with other members of the GSS and Mitel team to develop and/or enhance best practices, processes and procedures to improve efficiency and effectiveness of technical support delivery
  • Engage with Engineering team and act as the customer advocate for design changes as needed
  • Facilitate and collaborate in weekly meetings with management team to aid in improving Mitel TAC
  • Mentor and coach team members to actively participate under the Knowledge Centered Support paradigm
  • Ensure that knowledgebase is updated with pertinent articles

Requirements:

  • 8+ years industry experience in providing level 2 and 3 Technical Support for either telephony or networking products.  An ideal candidate would be someone who has provided advanced support for VOIP based telephony products
  • 6+ years’ experience of demonstrated leadership and management skills
  • 4+ years’ experience leading a team
  • Experience with collaborative management and coaching style capable of managing others in rapid and constant change
  • Proven mentor and motivator with a clear understanding of the support requirements, customer base and challenges facing a fast-growing company
  • Experience with running a support center that may be geographically dispersed and/or partially outsourced
  • Experience with Knowledge Management and Knowledge Centered Support paradigm is a definite plus
  • Worked as an Advanced Engineer for 3-5 years
  • Previous management experience a plus
  • Solid knowledge of networks, contact centers, PBXs, voice mail technologies, with practical experience in support in these areas is required
  • Strong knowledge of HR practices and proven partnering in areas of recruitment, performance management and employee relations
  • Must have strong interpersonal relationship skills with a proven ability to influence, work , establish and maintain influential relationships with sales teams, channel partners and end customers
  • Well-developed communications skills, both in written and verbal communications
  • Must have the ability to multitask in a dynamic, fast paced environment
  • Self-motivated, flexible and results driven
  • Requires a passion for delivering customer satisfaction/delight

Education:

  • Bachelor’s degreepreferred (or additional work experience beyond requiredyears of experience)
  • Microsoft MCSE and/or CISCO certifications are considered a plus
  • Completed and current Mitel Advanced Engineer Certification
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