Technical Support Team Leader (the 1st Line)

Technical Support Team Leader (the 1st Line)

Belgrade

Support - Technical Support / Full-Time / On-site

Technical Support Team Leader will lead a team of 1st Line Technical Support.

This role will be responsible for ensuring that the team provides excellent customer service and resolves technical issues efficiently, while also managing workload, performance, and quality.

Key Duties and Responsibilities:

• Leading and mentoring 1st line support team, providing technical guidance, feedback and support.
• Interact with other teams to obtain necessary information on the progress of ongoing projects to keep the team informed of innovations in a timely manner, as well as provide technical guidance to other teams.
• Monitor and manage workload to ensure that team members are appropriately utilized, and work is allocated effectively.
• Analyze and report on team performance metrics, identify trends and opportunities for improvement.
• Provide coaching and training to team members to enhance their technical skills and customer service abilities.
• Ensure that team members follow established processes and procedures for handling technical support requests in our communication channels: Telegram, Slack, Email, Jira.
• Escalate complex technical issues to appropriate teams or vendors for resolution.
• You'll be contributing to daily tasks as well as leading the team.
• You help the guys implement the processes for 24/7 monitoring and are responsible for that.
• Experience with Splunk, Postman, Grafana

Experience and Qualifications

• 2 years experience of working in a 1st line technical support lead
• Ability to demonstrate excellent communication skills both verbally and written
• Ability to perform 1st line duties as well as lead the team
• Ability to provide clear explanations
• Excellent English
• Experience of pulling data from various sources and analyzing them
• Demonstrable experience of balancing workloads
• Ability to remain calm when those around are not.
• Demonstrable experience of coaching and mentoring
• Contribute to the continual service improvement
• Ability to support and motivate team members during challenging periods, provide quality feedback.
• High level of stress resistance and responsibility