Lead a team of technical support professionals to provide assistance and troubleshoot applications, ensuring smooth functionality for users. Coordinate and prioritize helpdesk tickets, escalate complex issues, and drive continuous improvement in the support process. Collaborate with cross-functional teams to enhance application performance and user experience.

Skills

• Motivated
• Problem-Solving Skills
• Communication
• Leadership Skill
• Customer support

Requirements

• Job Role TECHNICAL SUPPORT HELPDESK LEAD APPLICATIONS
• Job Type Full Time
• Workplace Type Onsite
• Industry IT Services and IT Consulting

Secondary locations

About

Not provided

Responsibilities

• Create and Manage Team of Technical Support Executives providing 24/7 Application support to our customers.
• Put in place processes and procedures for the Support team to develop enhanced customer experience.
• Report on the support teams activities, with specific KPIs delivered weekly and monthly.
• Assist the team in implementing efficiency changes.
• Assist the team to develop a thorough understanding of each clients individual needs to head off potential issues before they become problems.
• Work collaboratively and constructively to solve problems and implement changes.
• Ensure all cases, calls chats are logged to allow for comprehensive data for report analysis and development of best practice resolutions for the company s self-service knowledge base.

Other Requirements

• Three Years plus experience in an Application/Technical Support or leadership role
• Strong verbal and written communication skills
• Has and uses appropriate technical skills to carry out the role at a high level of accomplishment.
• continually improve, Ability to multitask, prioritize and manage time effectively
• Willingness to learn a sophisticated software
• Aptitude to build strong analytical and critical thinking skills
• Experience supporting customers through a variety of contact channels including chat, email and phone

Good to have

Not provided

About the Company

We specialize in designing and delivering tailor-made digital solutions to enterprises and startups worldwide. Our team of highly experienced developers, designers, and innovators has designed web and mobile application solutions for companies across the world.