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Technical Support Lead

Company: VanderHouwen
Location: Newport Beach
Posted on: February 24, 2021

Job Description:


Job ID: 48748
Technical Support Lead
Technical Support Specialists play a crucial role in our client's onboarding process, as they are responsible for installing tools and configuring settings to meet each individual office's needs. After a successful implementation, the Technical Support team provides continued client support, helping to analyze, escalate, and resolve complex issues or requests. Intrinsically tuned in to the platform's performance from a customer experience perspective, the Technical Support team is the bridge between Customer Support and Product Management/Development teams.

The Technical Support Team Lead manages the team of Tier 1 and Tier 2 Technical Support Specialists who play a crucial role in ensuring customer satisfaction, and therefore the overall company's health. In addition to being well-versed in technical support principles and product suite, the Technical Support Team Lead will be adept at solving problems at a larger scale. The person in this role will have an exciting opportunity to wear many hats and drive the company vision forward, liaising between the client, development, and customer support teams to ensure blocking issues are resolved swiftly, and that product feedback is well documented and addressed.

If you're looking for an innovative and collaborative culture within the tech & healthcare industry, this might be a great fit for you!

Technical Support Lead Responsibilities

Owns and tracks all of tier 1 and tier 2 TS team's metrics and individual metrics, assuring the department's productivity levels and the quality of work meet company standards.
Conducts monthly performance evaluations and reviews the outcome with all TS team members, ensuring team members are meeting their established SLAs and exemplifying the business's core values.
Analyze top contact drivers to identify trends and help inform the product development roadmap.
Collaborates with the Learning & Development Specialist, other department leads, and the Operations Manager to create strengths-based career development paths for the TS team.
Works with the Operations Manager to recommend team members for internal growth opportunities and identify external hiring needs for the TS team.
Participates in TS job interviews as the hiring manager and collaborates with the HR department and Operations Manager to qualify candidates for vacant roles.
Forecast technical support requests and support sessions to ensure adequate TS coverage, adjusting the team's schedule accordingly.
Works with the Learning and Development Specialist to assess and act upon the TS department's learning needs - including new hire training, performance improvement plans (PIPs), and career development plans.
Regularly and openly communicating with other departments leads to assure organizational cohesion.
De-escalates customer inquiries from the TS tier 1 and tier 2 team, including adequately.
documenting and communicating customer utilization concerns to the Account Management team.
Works closely with the Operations Specialist and Operations Manager to build out and implement all TS workflow changes.
Additional tasks as related to the success and success tracking of the TS team, as assigned by the Operations Manager.

Technical Support Lead Qualifications

Knowledgeable of computers, operating systems, computer networks, business software applications.
Must have at least one (1) year of managerial or supervisory experience.
Minimum of three (3) years of helpdesk support or relative experience.
Bachelor's degree in Computer Science, Business or other relative experience is required.
CompTIA A+ or CompTIA Network+ certification(s) is a must.
Understanding of the strategic operational initiatives for a technical support team required.
Self-starter and energetic relationship builder who can work independently.
Experience with SaaS troubleshooting is a plus.
Experience with Zendesk, GoToAssist, VMware, G Suite, and/or AcuityScheduling.
Comfortable taking on new technologies, and able to seamlessly navigate Apple and Microsoft operating systems and devices.
Working knowledge of the integrations with the major Practice Management Software (Eaglesoft, Dentrix, OpenDental, and/or PracticeWorks) is a plus.

About VanderHouwen

VanderHouwen is an award-winning, Women-Owned, WBENC certified professional staffing firm. Founded in 1987, VanderHouwen has been successfully placing experienced professionals throughout the Pacific Northwest and nationwide. Our recruitment teams are highly specialized in either Technology and IT, Engineering, or Accounting and Finance career markets. Our recruiters value building meaningful, professional relationships with each candidate as well as developing honed knowledge of companies' staffing needs and workplaces. Partner with us to land your next exciting career.

VanderHouwen is an Equal Opportunity Employer and participates in E-Verify. VanderHouwen does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable local, state or federal civil rights laws.

Keywords: VanderHouwen, Newport Beach , Technical Support Lead, IT / Software / Systems , Newport Beach, California

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