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ExecutiveFull-time
Salary Range
$28,560 - $38,640 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
The Technical Support Team Lead will oversee daily operations of the technical support team while actively participating as a team member. This role involves mentoring engineers, handling technical escalations, and ensuring high-quality customer support.
Key Responsibilities
- →Mentor and provide oversight, coaching, and training to technical support engineers
- →Serve as the point of contact for technical escalations
- →Record and track team SLAs and provide support for internal and external customers
- →Monitor team performance and report on metrics
- →Assess support interactions based on process standards
- →Track NPS, C Sat, FCR, AHT, and productivity of team members
- →Ensure customer inquiries and issues are resolved correctly and promptly
- →Review technical support processes and documentation for continuous improvement
- →Provide timely feedback to team members and resolve issues
- →Create an open communication culture and inspiring team environment
Requirements
- ✓Proven people management and leadership skills
- ✓Excellent oral and written communication skills
- ✓Strong problem-solving and analytical skills
- ✓Ability to multitask efficiently under time pressure
- ✓Previous experience 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
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About BETSOL
BETSOL is a technology company specializing in the development of custom software solutions and IT services, operating primarily within the digital transformation and enterprise technology sectors. The name "BETSOL" suggests a focus on delivering optimal solutions, likely derived from "best solutions." While the exact founding date and location are not explicitly stated, the company has established itself as a provider of innovative IT services, catering to businesses seeking tailored technological integrations. BETSOL leverages its expertise to help organizations streamline operations, enhance digital capabilities, and achieve strategic objectives through cutting-edge technology. The company offers a range of products and services, including custom software development, web and mobile application design, IT consulting, and process automation. Key features of BETSOL's offerings include scalable solutions, agile methodologies, and a client-centric approach that emphasizes collaboration and long-term partnership. Their target audience primarily consists of mid-sized to large enterprises across various industries, such as finance, healthcare, and retail, which require specialized IT solutions to address complex business challenges. BETSOL's services are designed to integrate seamlessly with existing systems, ensuring minimal disruption and maximum efficiency for clients. BETSOL has distinguished itself through its commitment to quality and innovation, often collaborating with clients to deliver bespoke solutions that align with their unique needs. The company's market position is strengthened by its ability to adapt to evolving technological trends, such as cloud computing, AI, and data analytics. By prioritizing transparency, reliability, and technical excellence, BETSOL has built a reputation as a trusted partner for businesses seeking to leverage technology for competitive advantage. Its unique value proposition lies in combining technical expertise with a deep understanding of industry-specific challenges, enabling clients to achieve measurable growth and operational excellence.
