Technical Support Lead

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As an Technical Support Lead with over 10 years of expertise, you will play a pivotal role in leading our technical support team, ensuring exceptional customer service and contributing to the success of COSMIC365's innovative healthcare solutions.

This remote position offers an exciting opportunity to lead technical support initiatives, drive process improvements, and provide outstanding assistance to our users.

Responsibilities 📈💻:

• Team Leadership 👥🏆: Lead and mentor a team of technical support professionals, fostering a collaborative and customer-centric support culture.

• Technical Issue Resolution 🛠️🔍: Oversee the resolution of complex technical issues, providing guidance and expertise to the support team.

• Customer Satisfaction 😊🌐: Ensure high levels of customer satisfaction by delivering exceptional technical support services.

• Escalation Management 📈🚀: Manage and escalate critical support issues, collaborating with cross-functional teams to ensure timely resolution.

• Process Improvement 🔄🚀: Identify opportunities for process improvement and implement best practices to enhance the overall technical support process.

• Training and Development 📚👩‍💻: Provide training and development opportunities for the technical support team to enhance their skills and knowledge.

• Performance Metrics Analysis 📊💡: Analyze support performance metrics, providing insights and recommendations for continuous improvement.

• Collaboration with Cross-Functional Teams 🤝💼: Collaborate with development, product management, and other stakeholders to align technical support efforts with overall business goals.

Qualifications 🎓🌟:

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degree or certifications are a plus.

• Experience: 10+ years of proven experience in technical support, with a track record of successful team leadership.

• Leadership Skills 👩‍💼👨‍💼: Exceptional leadership and team management skills, with the ability to inspire and guide a team toward common technical support goals.

• Technical Proficiency 🖥️💻: Proficient in technical support methodologies, tools, and techniques, with a strong understanding of software and hardware systems.

• Customer-Focused Mindset 🤝😊: A customer-centric approach with a strong focus on delivering outstanding technical support services.

• Communication Skills 🗣️📝: Excellent communication skills with the ability to convey technical concepts to diverse stakeholders.

• Remote Work Experience 🏡💼: Comfortable working independently in a remote setting. Strong self-motivation and time management skills.

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