Technical Support Team Leader Resume
Summary : As a Technical Support Team Leader, responsible for holding weekly team meetings and involving staff in planning and decision-making,
responsible for collaborating with other departmental leaders.
Skills : Technical Proficiency, Leadership and Management.
Description :
- Completed other tasks, projects, and duties as assigned by management.
- Led the individuals in the region, this includes, but is not limited to personal development, training, and assisting with recruitment.
- Managed the queue of the individuals within the region ensuring prompt and accurate responses to clients.
- Handled all customer escalations from the regional team and ensured that these were promptly escalated to the appropriate individual, with all relevant information for an efficient investigation/resolution.
- Encouraged and promoted knowledge sharing within both their local team and the wider global support team.
- Tracked record of leading teams to deliver exceptional technical support services.
- Expertised in troubleshooting, team management, and customer satisfaction in a dynamic organization.
Experience
10+ Years
Level
Senior
Education
Bachelor of Science in Computer Science
Technical Support Team Leader Resume
Summary : As a Technical Support Team Leader, led a team of 10 technical support specialists in providing timely and effective support to customers via phone, email, and chat.
Skills : Communication Skills, Problem-Solving.
Description :
- Assisted with new sale implementations of new clients and clients taking additional products.
- Made sure clients understood, and programmed to API specifications.
- Provided technical support for any issues arising either before or after the go-live.
- Investigated any reported errors in data quality, and escalated data corrections to the relevant team.
- Delivered outstanding customer service by responding to and efficiently resolving client issues and requests.
- Assisted in software testing of new releases, proactively escalating any issues.
- Developed and implemented training programs to enhance team members' technical skills and customer service abilities.
Experience
7-10 Years
Level
Management
Education
Bachelor of Science in Computer Science
Technical Support Team Leader Resume
Headline : As a Technical Support Team Leader, monitored team performance metrics, analyzed trends, and implemented strategies to improve response times and customer satisfaction ratings.
Skills : Customer Service Orientation, Project Management.
Description :
- Monitored volumes of calls, emails, trouble tickets, and escalations and redistributed as needed to support the attainment of operational goals.
- Monitored quality of calls and issue handling and ensured staff effectively addressed requests.
- Escalated issues appropriately and with urgency.
- Identified development needs and participated in the development of team members, leading and mentoring by example.
- Interacted with vendor and field partners via verbal and written communications.
- Handled technical support calls, emails, and tickets.
- Collaborated with cross-functional teams, including product development and sales, to address customer issues and improve product offerings.
Experience
5-7 Years
Level
Executive
Education
Bachelor of Science in Computer Science
Technical Support Team Leader Resume
Objective : As a Technical Support Team Leader, conducted regular performance evaluations, provide feedback, and mentor team members to foster professional growth and development, managed escalated support cases, resolve technical issues, and ensure timely resolution of customer inquiries and complaints.
Skills : Training and Development, Time Management.
Description :
- Led a technical support team.
- Oversaw daily operations, implementing company procedures, preparing reports, and assessing personnel performance.
- Created and technically supported trials of prospects.
- Experienced in a Help Desk or Service Desk environment is highly desirable.
- Responded to internal and external requests in a timely and accurate manner.
- Demonstrated leadership stature and act as an agent for change.
- Worked on priorities for the group.
Experience
2-5 Years
Level
Executive
Education
Bachelor of Science in Computer Science
Technical Support Team Leader Resume
Headline : As a Technical Support Team Leader, responsible for providing advanced technical support to customers, troubleshooting hardware and software issues for a range of products, responsible for maintaining accurate records of customer interactions, technical issues, and resolutions in the support ticketing system.
Skills : Conflict Resolution, Reporting and Analytics.
Description :
- Provided hands-on support in the queue, particularly during high-volume periods.
- Delegated the workload within the key client management team and technical support function, both domestically and offshore.
- Built and maintained strong relationships with the Operations Management, Systems Administration, and Development teams
- Managed and co-ordinated activities of assigned resources to execute projects per agreed program timelines
- Assisted in elaborating and implementing staff development/action plans
- Provided technical pre-sales support and assistance both over the phone and in person.
- Led and motivated a team of technical support specialists to achieve performance targets and deliver exceptional customer service.
Experience
5-7 Years
Level
Executive
Education
Bachelor of Science in Computer Science
Technical Support Team Leader Resume
Headline : As a Technical Support Team Leader, responsible for assisting in developing technical documentation, FAQs, and knowledge-base articles for internal and external use.
Skills : Team Leadership and Management, Technical Troubleshooting and Problem-Solving.
Description :
- Completed performance reviews for direct reports.
- Led and managed a team in the delivery of high-quality services that meet and exceed our contracted commitments.
- Managed 3rd Party Suppliers effectively where engaged in service delivery.
- Managed the day-to-day running of the region to ensure all incoming cases were answered within the prescribed SLAs.
- Provided specialists with timely feedback (positive and constructive) regarding their performance.
- Assisted in recruiting and development of the support team as a whole.
- Created an environment where teammates feel valued and enjoy their jobs.
Experience
5-7 Years
Level
Executive
Education
Bachelor of Science in Computer Science
Technical Support Team Leader Resume
Headline : As a Technical Support Team Leader, generated reports and analyze data to identify trends and areas for improvement, identified opportunities to streamline support processes, improve efficiency, and enhance the quality of technical support services.
Skills : Customer Relationship Management, Training and Development.
Description :
- Conducted quality assessments of support interactions, provide feedback to team members, and implement corrective actions to maintain high standards of service delivery.
- Advocated for customers' needs and concerns within the organization, championing initiatives to improve product usability, documentation, and overall customer satisfaction.
- Stayed informed about industry trends, new technologies, and best practices in technical support to continuously improve team performance and service quality.
- Aalyzed complex technical issues, identify root causes, and develop effective solutions.
- Involved researching, testing, and collaborating with other teams.
- Experienced in leading a team, including task delegation, performance management, coaching, and mentoring.
- Continuously improved support processes and workflows to enhance efficiency and customer satisfaction.
Experience
5-7 Years
Level
Executive
Education
Bachelor of Science in Computer Science
Technical Support Team Leader Resume
Headline : As a Technical Support Team Leader, collaborate with cross-functional teams, including product development, sales, and quality assurance, to address customer issues, provide feedback on product improvements, ensure alignment on support processes, maintain accurate records of customer interactions, technical issues, resolutions, and feedback in the support ticketing system.
Skills : CRM Software, ITIL Framework.
Description :
- Implemented new tools, automation, or best practices.
- Created and maintained documentation for troubleshooting procedures, knowledge bases, and training materials.
- Cleared documentation is essential for consistency and knowledge sharing within the team.
- Monitored and ensured high-quality support delivery, including reviewing tickets, conducting QA checks, and implementing corrective actions as needed.
- Worked closely with other teams such as development, product management, and sales to escalate issues, provide feedback, and contribute to product improvements.
- Effectively prioritized tasks, managed workload, and met deadlines in a fast-paced support environment.
- Handled unexpected challenges or changes in priorities effectively.
Experience
5-7 Years
Level
Executive
Education
Bachelor of Science in Computer Science
Technical Support Team Leader Resume
Headline : As a Technical Support Team Leader, managed escalated support cases, coordinated with other departments or senior management as needed, ensured timely resolution of complex technical issues, handled customer inquiries, troubleshoot technical problems, and provided guidance and solutions to ensure a positive customer experience.
Skills : Performance Evaluation and Feedback, Communication and Collaboration.
Description :
- Responsible for assisting in training new support team members on product knowledge, troubleshooting techniques, and customer interaction best practices.
- Responsible for collaborating with engineering teams to identify and resolve product defects and enhance product usability.
- Responsible for leading the team providing telephone and online support to customers experiencing technical issues.
- Responsible for providing quality troubleshooting with patient step-by-step instructions to resolve problems.
- Responsible for monitoring technical team calls to ensure maintenance of technical skills and good customer service.
- Responsible for tracking and logging all calls for each shift.
- Responsible for identifying problem areas and implementing all necessary training.
Experience
5-7 Years
Level
Executive
Education
Bachelor of Science in Computer Science
Technical Support Team Leader Resume
Headline : As a Technical Support Team Leader, developed training programs and provided ongoing coaching to improve team members' technical skills, troubleshooting abilities, and customer interaction techniques, monitored team performance metrics, such as response times, resolution rates, and customer satisfaction scores, and implemented strategies to optimize performance.
Skills : Ticketing Systems, Microsoft Office Suite.
Description :
- Responsible for keeping abreast of all new technologies to keep current.
- Responsible for providing technical expertise to the Help Desk team.
- Responsible for ensuring team members stayed up to date by providing frequent training.
- Responsible for monitoring calls for skill level and customer service delivery.
- Responsible for firing staff that did not meet technical or customer service expectations.
- Responsible for reporting progress goals suggestions and all issues to management.
- Responsible for monitoring technical team calls to ensure maintenance of technical skills and good customer service.
Experience
5-7 Years
Level
Executive
Education
Bachelor of Science in Computer Science
