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Technical Support Lead





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 ๐Ÿ“ˆ๐Ÿ’ป:


  • Team Leadership ๐Ÿ‘ฅ๐Ÿ†: Lead and mentor a team of technical support professionals, fostering a collaborative and customer-centric support culture.


  • Technical Issue Resolution ๐Ÿ› ๏ธ๐Ÿ”: Oversee the resolution of complex technical issues, providing guidance and expertise to the support team.


  • Customer Satisfaction ๐Ÿ˜Š๐ŸŒ: Ensure high levels of customer satisfaction by delivering exceptional technical support services.


  • Escalation Management ๐Ÿ“ˆ๐Ÿš€: Manage and escalate critical support issues, collaborating with cross-functional teams to ensure timely resolution.


  • Process Improvement ๐Ÿ”„๐Ÿš€: Identify opportunities for process improvement and implement best practices to enhance the overall technical support process.


  • Training and Development ๐Ÿ“š๐Ÿ‘ฉโ€๐Ÿ’ป: Provide training and development opportunities for the technical support team to enhance their skills and knowledge.


  • Performance Metrics Analysis ๐Ÿ“Š๐Ÿ’ก: Analyze support performance metrics, providing insights and recommendations for continuous improvement.

  • Collaboration with Cross-Functional Teams ๐Ÿค๐Ÿ’ผ: Collaborate with development, product management, and other stakeholders to align technical support efforts with overall business goals.


Qualifications ๐ŸŽ“๐ŸŒŸ:

  • 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 ๐Ÿ‘ฉโ€๐Ÿ’ผ๐Ÿ‘จโ€๐Ÿ’ผ: Exceptional leadership and team management skills, with the ability to inspire and guide a team toward common technical support goals.


  • Technical Proficiency ๐Ÿ–ฅ๏ธ๐Ÿ’ป: Proficient in technical support methodologies, tools, and techniques, with a strong understanding of software and hardware systems.


  • Customer-Focused Mindset ๐Ÿค๐Ÿ˜Š: A customer-centric approach with a strong focus on delivering outstanding technical support services.


  • Communication Skills ๐Ÿ—ฃ๏ธ๐Ÿ“: Excellent communication skills with the ability to convey technical concepts to diverse stakeholders.


  • Remote Work Experience ๐Ÿก๐Ÿ’ผ: Comfortable working independently in a remote setting. Strong self-motivation and time management skills.



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