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Team Lead, Technical Support

2 weeks, 6 days ago
United Kingdom
Lead
Technical Lead
Software Development
Agile HTTP MySQL SFTP SQL SQL Server TCP/IP TLS
Apply Now
Nice Côte d'Azur

Nice Côte d'Azur

Nice Côte d'Azur promotes tourism in the Nice Côte d'Azur region, offering resources for exploring the area and organizing weekend getaways that blend coastal and mountain experiences, while also providing interactive exploration games and multimedia c...

Hotels, Restaurants & Leisure
Founded 1960
View All Jobs 18

Description

  • Provide advanced technical support through phone, chat, email, and online channels, analyzing logs, traces, and packet captures to identify root causes.
  • Own customer communications and drive complex or escalated cases through timely resolution in line with SLAs.
  • Mentor colleagues on troubleshooting, communication, processes, product knowledge, and case management.
  • Diagnose and resolve recurring issues through root-cause correction rather than symptom relief.
  • Manage assigned and queued cases according to severity, priority, and technical expertise.
  • Coordinate incidents with third-party providers and internal teams, including Product Management, R&D, QA, and Professional Services.
  • Create, maintain, and coach others on Knowledge-Centered Service (KCS) knowledge-base content.
  • Document software defects and collaborate with R&D through issue isolation, correction, and implementation.
  • Develop training materials and best-practice documentation for colleagues and customers.
  • Improve support procedures, processes, efficiency, and performance while providing occasional on-call coverage.

Requirements

  • 7+ years of experience in technical customer service, preferably technical support.
  • At least 3 years of advanced experience with SaaS, telecommunications, contact-center software, networking, APIs, scripting, load balancers, proxies, firewalls, and relational databases.
  • Bachelor’s degree in computer science, business information systems, networking, or a related field, or equivalent work experience.
  • Strong technical, analytical, troubleshooting, and problem-solving skills in complex multi-platform, multi-vendor SaaS environments.
  • Excellent assertive, articulate, and professional written and verbal communication skills.
  • Strong time management and multitasking abilities in interrupt-driven, high-pressure environments.
  • Experience driving escalated customer issues to resolution using internal and external resources.
  • Understanding of contact-center operations, telecommunications architecture, PBX, carriers, and VoIP.
  • Ability to work independently and collaboratively in a fast-paced, agile environment.
  • Preferred: experience with VoIP, telephony, MPLS, SIP, Ethernet, OC-X, toll-free services, workforce management, outbound dialers, web services, APIs, databases, or SQL.

Benefits

  • Remote work opportunity.
  • Flexible schedule and occasional on-call availability.
  • Equal opportunity employer.

Interested in this position?

Apply directly on the company website

Apply Now

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