Technical Support Lead
Location: Newport Beach
Posted on: February 24, 2021
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
If you're looking for an innovative and collaborative culture
within the tech & healthcare industry, this might be a great fit
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
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
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,
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
Minimum of three (3) years of helpdesk support or relative
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
Experience with SaaS troubleshooting is a plus.
Experience with Zendesk, GoToAssist, VMware, G Suite, and/or
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.
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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