Technical Support Team Lead / Tier 2

Job Description

Job Description

Salary : $60,000 - $70,000

As a Technical Support Team Lead and Tier 2 Support, your pivotal role addresses intricate and escalated technical challenges that veer away from standard procedures. Your proficiency and innovative approach are vital in delivering advanced technical resolutions to our valued customers.

You will lead a team of 4-8 Tier 1 Technical Support Specialists in Canada and in Mexico and work closely with our Engineering, Finance, and Customer Success teams. We value collaboration, data-driven decisions, and continuous improvement. Your duties encompass resolving demanding issues, crafting scripts, fine-tuning packages and configurations, and tackling global-level concerns that impact numerous users and accounts. Knowledge of Spanish is a great advantage.

This multifaceted role not only demands technical prowess but also entails leadership, administrative, and shipping responsibilities. By seamlessly integrating these facets, you play a pivotal role in ensuring the smooth functioning of support operations while upholding the highest standards of customer service excellence.

Key Responsibilities :

• Strong quantitative skills - can calculate and explain support metrics
• Ability to identify trends and anomalies in support data
• Root cause analysis methodology (5 Whys, Fishbone, etc.)
• Escalation Handling : Deal with escalated cases and non-standard issues that cannot be resolved at the Tier 1 level. Use your advanced technical knowledge to provide creative solutions.
• Business Logic Expertise : Possess a deep understanding of the business logic and solutions within Locate. Apply this knowledge to troubleshoot and resolve complex issues effectively.
• Expert BO User : Utilize BO tools with expertise to diagnose and address issues that go beyond standard procedures. Extract and analyze data to identify and solve problems.
• Advanced Troubleshooting : Use your advanced critical thinking and problem-solving skills to address issues not covered by standard procedures or scripts.
• Create reusable diagnostic scripts (SQL queries, API calls, AI prompts)
• Maintain runbooks that AI tools can reference
• Build automation for repetitive tasks (status checks, data collection)
• Contribute to T1 self-service toolkit
• Package and Configuration Expertise : Demonstrate advanced knowledge in the interchange or modification of packages, services, and configurations to meet specific customer needs.
• Tool Access : Utilize tools available in BO, Locate, and select provider portals to aid in issue resolution and system improvements.
• Global Issue Resolution : Address issues on a device level and sometimes on a global level, such as all devices under one class or all accounts and users. These escalated cases may have the potential to affect multiple users or high-priority accounts.
• Operational Tasks and Projects : Handle operational tasks and contribute to projects aimed at improving support processes, customer experience, and product development.
• Product and Feature Development : Assist with the development of new products and features by providing valuable insights and feedback from a technical perspective.
• Device Testing for RMA : Conduct device testing as part of the ticket resolution process, ensuring accurate RMA (Return Merchandise Authorization) procedures are followed.
• Deactivation Report Forensic Vetting : Analyze deactivation reports in detail to identify any irregularities, fraud, or anomalies. Ensure accuracy and compliance with policies.
• Reporting to CS : Provide regular reporting to the Customer Experience Team regarding deactivations, issues, and resolutions, helping to enhance the overall customer experience.
• Escalate product or feature-related issues and feedback to Tier 3 (T3) members when necessary, facilitating the development of more comprehensive solutions.

Team Leadership

Technical support process improvement

Finance liaison :

Product shipment management :

Data-driven Support leadership :

Skills

Package and Configuration Expertise :

Billing Supervision and Liaison

Attention to Detail

Education and Language skills

Terms of Employment

Benefits

Schedule :

We recognize people to be a cornerstone of our continued success and offer long-term careers and competitive compensation packages and a great place to work, combined with the opportunity for personal and professional growth.