Lead Tech Support Job in Aeries Technology

Roles and Responsibility Technical Support Team Lead Job Description What s it like to work at Quickbase? Well, our company, our market, and our customers are growing fast. This means all Quick Base employees are engaged in interesting and challenging work, we have the opportunity to try new and different things and lots of room for career advancement. We work with exceptional colleagues and foster an environment that empowers those closest to the work to make decisions and provide each other the support to move quickly and learn as we go. Quickbase combines the excitement and pace of a startup with the stability and work/life balance of a market leader. Find out if Quickbase is for you! Position Overview The Technical Support Team Lead is responsible for overseeing the daily operations of a technical support team as well as participating as an active member of the team by handling support cases. The Technical Support Team Lead will be expected to lead by example by providing exceptional support to customers via email and phone, helping to ensure daily flow, building reports, handling internal and external escalations, helping with ad-hoc projects, providing coaching/mentoring for Tier 1 and 2 Technical Support Representatives, and training. The Technical Support Team Lead will work within the Customer Success Team and will report to the Technical Support Manager. This position is an advocate in the overall culture, vision, and values of the Quickbase Technical Support Team. In this role, you will: Oversee the day-to-day operations of the Technical Support Team Act as a mentor and provide oversight, coaching, and training to technical support staff Be the point of contact when it comes to technical and customer escalations Provide advanced technical support for both internal and external customers On-board new technical support team members Assist in the creation of the team KPIs/SOPs as well as monitor and report on results Be actively involved with operational delivery and UAT if required for new product and feature releases Monitor team performance and report on metrics Ensure that all customer inquiries and issues are solved correctly and, in a prompt, and professional manner Create Knowledge-Base material for both the team and customers Review all technical support related processes and documentation for continuous improvement Partner with Technical Support and Customer Success to diagnose complex application and ecosystem performance issues and create strategies to return stability to those ecosystems and their servers You will have: 4+ years of Technical Support or equivalent experience Proven people management and leadership skills Strong analytical skills to investigate and resolve customer support tickets Able to multi-task efficiently under time pressure Previous experience in managing customer-focused teams Proven experience in managing a service and support focused team culture Ability to mentor and help coach others both technically and personally Proficient in using software programs and technology such as Quickbase, Microsoft Office, Splunk, Gliffy, and Developer Tools in multiple browsers. Experience or training in reading JSON, HTML, and other markup languages Ability to collaborate with stakeholders in different teams to influence change through a matrix organization. Ideally, you will have: Bachelor's degree in Computer Science, Information Systems, or a related field preferred