Lead Technical Support Specialist
3 weeks ago
Role Summary - Remote Opportunity - Competitive Salary
As a Lead Technical Support Specialist, you will be an essential member of our support team, responsible for managing and resolving complex software challenges reported by our clients through our ticketing system. Your proficiency in SQL will be vital as you address specialized, intricate, and time-consuming issues that our initial support analysts are unable to resolve. Your success in this position will be evaluated based on the volume and quality of your resolutions, ensuring adherence to our service level agreements and delivering outstanding value to our clients.
Key Responsibilities:
Complex Issue Resolution:
- Manage a high volume of intricate support tickets daily, ensuring resolutions meet client satisfaction and align with our service level agreements.
Team Collaboration:
- Engage closely with our Support Management Team for guidance and mentorship, assisting junior analysts in enhancing their SQL and problem-solving capabilities.
Mentorship:
- Serve as a mentor to junior analysts, aiding them in escalating and managing more complex technical challenges.
Interdepartmental Coordination:
- Work collaboratively with other teams such as Product Management, DevOps, and Technical Solutions to resolve issues. You may also need to communicate directly with clients to facilitate resolutions.
Root Cause Investigation:
- Leverage your advanced SQL skills and investigative expertise to take ownership of and resolve complex ticket items, primarily solving them independently while knowing when to seek additional assistance.
Desired Qualifications:
- Strong analytical skills and the ability to tackle complex challenges.
- Proficient SQL skills are essential.
- Excellent communication and teamwork abilities.
- A proactive, client-oriented mindset.
Career Advancement:
- This role offers substantial opportunities for professional development, making it an appealing option for candidates looking to advance their careers within the organization.
Why Join Our Team?
Become part of a team that is dedicated to delivering exceptional service and resolving challenging technical issues. Enjoy opportunities for continuous learning and career progression.
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