We are looking for an experienced Senior Technical Support Specialist to lead our support team within the Product Department. The role involves managing support operations for multiple live systems across diverse customers, ensuring efficient ticket triage, reporting, and follow-ups with L2/L3 teams.
Key Responsibilities:
- Lead and mentor the support team to deliver exceptional service.
- Oversee ticket triage, prioritize incidents, and ensure timely resolution.
- Coordinate with L2/L3 teams to resolve complex issues and provide updates.
- Build strong customer relationships and act as the escalation point for critical issues.
- Generate and analyze support reports to improve processes and system reliability.
- Develop expertise in company systems and ensure smooth support operations.
Requirements
- 5+ years of experience in technical support, with at least 2 years in a leadership role.
- Strong expertise in ticket management systems and customer support operations.
- Proven ability to manage multiple live systems and customers.
- Excellent communication, troubleshooting, and organizational skills.
- Familiarity with ITIL principles is a plus.