Lead Technical Support Specialist
About Us
At HexionLab, we strive to provide exceptional software solutions and unparalleled technical support to our clients. As a Lead Technical Support Specialist, you will play a pivotal role in managing and enhancing our technical support processes, mentoring a talented team, and ensuring customer satisfaction at the highest level.
Position Overview
The Lead Technical Support Specialist is responsible for overseeing the technical support function, resolving critical technical issues, and driving continuous improvements in support processes. This role requires strong technical expertise, leadership abilities, and a customer-centric approach.
Key Responsibilities
- Lead and manage the technical support team, providing mentorship, guidance, and fostering professional development.
- Oversee the resolution of complex and escalated technical support cases, ensuring timely and effective solutions.
- Develop and implement technical support strategies, processes, and best practices to enhance efficiency and customer satisfaction.
- Collaborate with engineering, product development, and other cross-functional teams to address recurring issues and improve product quality.
- Monitor support performance metrics, analyze trends, and recommend actionable improvements to senior leadership.
- Serve as the primary escalation point for critical technical issues, working closely with clients to ensure resolutions meet their needs.
- Maintain and update technical documentation, knowledge bases, and training materials to support the team and clients.
What You’ll Gain
- Opportunities to lead and shape the technical support strategy for a growing, innovative company.
- The chance to mentor and develop a high-performing technical support team.
- Collaboration with cross-functional teams to drive product and service excellence.
- A dynamic work environment that values leadership, innovation, and client success.
Skills and Qualifications
- 8+ years of experience in technical support, IT support, or related fields, with significant experience leading teams and managing complex technical challenges.
- Advanced technical troubleshooting skills, with expertise in software, hardware, and network problem-solving.
- Strong leadership and team management abilities, with a focus on mentorship and team development.
- Exceptional problem-solving and communication skills, with the ability to interact effectively with both technical and non-technical stakeholders.
- Familiarity with support tools, ticketing systems, and IT frameworks such as ITIL.
- A degree in Information Technology, Computer Science, or a related field is preferred.
Ready to Join Us?
If you are a seasoned technical support professional with a passion for leading teams and delivering exceptional customer experiences, apply now to join HexionLab as a Lead Technical Support Specialist.
Contact us at the HexionLab office or submit a business inquiry online.
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