Full-Time Team Lead, Technical Support

Are you passionate about helping customers solve technical problems while delivering exceptional customer service?
Do you have a knack for explaining technical concepts in a simple, understandable way?

If so, this role is for you!

About the Role

As a Team Lead, Technical Support you’ll play a critical role in supporting our mission to keep kids safe in school by assisting users, troubleshooting technical issues, and ensuring they get the most out of our products.

In addition to handling technical support tasks, you will oversee and support the Technical Support Specialists, providing guidance, monitoring performance, and fostering a collaborative team environment.

You will also take on tasks assigned by leadership, ensuring the team operates efficiently and delivers exceptional customer service.

• Assist users by identifying, analyzing, and resolving technical issues while ensuring optimal product configuration and usage.
• Manage support requests across multiple channels (email, chat, phone) and troubleshoot network and device-related issues.
• Monitor team performance, provide guidance to Technical Support Specialists, and foster a collaborative and efficient team environment.
• Collaborate with Product, Engineering, and other teams to identify trends, prioritize customer-impacting issues, and ensure seamless case flow and communication.
• Stay updated on Lightspeed products, networking technologies, and industry trends to provide expert-level support.
• Track team success metrics such as SLA adherence, resolution rates, productivity, and troubleshooting accuracy.
• Be an escalation point for cases or concerns for Technical Support Specialist.
• Assist leadership by carrying out assigned tasks and implementing improvements to processes or workflows.

What is the last date for applying to the job?

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