Technical Support Team Lead

Team Lead - Technical Support

Company Description

BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open-source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 80% savings in total cost of ownership (TCO) and best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities. Learn more at betsol.com.

Job Description

Job Description

• The Technical Support Team Lead is responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team.
• Mentor and provide oversight, coaching, and training to technical support engineers and be the point of contact when it comes to technical escalations.
• Record and track team SLAs and provide support where needed for both internal and external customers.
• Monitor team performance and report on metrics.
• Assess support interactions based on process standards
• Be actively involved with the operational delivery by keeping a close track of NPS, C Sat, FCR, AHT, and productivity of the team members.
• Ensure that all customer inquiries and issues are resolved correctly and in a prompt and professional manner.
• Review all technical support related processes and documentation for continuous improvement.
• Providing timely feedback to team members and resolve issues.
• Create an open communication culture and an inspiring team environment.
• Lead by Example in professionalism, Communication, and technical Expertise.
• Set and monitor targets for support staff, focusing on improving and developing performance and knowledge to ensure that SLAs are met
• Proven people management and leadership skills
• Excellent communicator, both oral and written
• Strong problem solving and communication skills
• Strong analytical skills to investigate and resolve technical support tickets
• Able to multi-task efficiently under time pressure
• Previous experience in managing customer focused and performance driven teams
• Proven experience in managing a service and support focused team culture
• Five Years plus experience in a Technical Support team management role

Additional Information

All your information will be kept confidential according to EEO guidelines.

Experience Level

Senior Level