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Team Lead, Technical Support

17 minutes ago
United Kingdom
Full-time
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 133

Description

  • Provide advanced technical support to customers across phone, online, chat, and email channels.
  • Analyze logs, traces, packet captures, and other diagnostic data to determine root cause issues.
  • Own customer communications and manage troubleshooting updates internally and externally through resolution.
  • Mentor colleagues on communication, troubleshooting, process, product knowledge, and case management.
  • Ensure cases progress according to SLA response and resolution targets and assist peers with timely closure.
  • Drive root cause correction by documenting, validating, and escalating bugs and product issues to the appropriate teams.
  • Work with R&D and third-party providers during issue isolation, correction, and implementation of fixes.
  • Create, update, and maintain knowledgebase content using KCS methodology and coach others on KCS best practices.
  • Identify procedural improvements that increase support efficiency and effectiveness.
  • Provide training, best-practice documentation, and real-time guidance to colleagues and customers.
  • Handle complex and escalated cases while proactively managing assigned work based on severity and priority.
  • Maintain strong performance on key metrics and support continuous improvement across the team.

Requirements

  • 7+ years of experience in a technical customer service role, preferably technical support.
  • At least 3 years of experience with SaaS, telecommunications, and contact centre software environments.
  • Advanced knowledge of networking and related technologies such as VOIP, QoS, SIP, APIs, BOTs, TCP/IP, HTTP/HTTPS, SFTP, scripting, load balancers, proxies, firewalls, and relational databases (MSSQL, Oracle, MySQL).
  • Strong technical, analytical, and problem-solving skills for complex, high-pressure, multi-platform environments.
  • Excellent written and verbal communication skills with the ability to document details accurately during conversations.
  • Ability to manage time, multitask, prioritize effectively, and stay composed in stressful, interrupt-driven environments.
  • Proven ability to create, use, and update knowledgebase resources.
  • Proven ability to drive escalated customer issues to resolution using internal and external resources.
  • Ability to communicate effectively across Product Management, R&D, QA, Professional Services, and executive leadership.
  • Understanding of contact centre business operations and market trends.
  • Knowledge of networking technologies and telecommunications architecture, including PBX, carriers, and VoIP.
  • Bachelor’s degree in computer science, Business Information Systems, Networking, or a similar field, or equivalent work experience.
  • Ability to troubleshoot VoIP, telephony/telecom technologies, MPLS, SIP, Ethernet, OC-X, 1+ and toll-free services is an advantage.
  • Experience in a technical support role in a software or telecommunications environment is preferred.
  • Workforce Management software and/or outbound dialler experience is an advantage.
  • Web Services and API knowledge and understanding of conceptual use is an advantage.
  • Competence in database and SQL concepts is an advantage.

Benefits

  • Remote role (#LI-Remote).
  • Flexible schedule with occasional on-call work.
  • Opportunity to work on complex, high-impact customer issues in a global software environment.
  • Chance to contribute to knowledge sharing, training, and process improvement across the team.

Interested in this position?

Apply directly on the company website

Apply Now

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