Overview
This is a 100% remote, Lead Technical Support Engineer opportunity. Are you a customer support manager who is ready to elevate your career? You will work in fully remote support system based on customer obsession, a world-class knowledge base, and highly technical agents capable of servicing over 10,000customers on over 100 products. If you’re looking to take charge in a high-stakes environment, then we invite you to apply.
What you will be doing:
- Review support agents’ work, then tap into your technical and customer service experience to generate insightful feedback
- Supporting over 100 unique enterprise software products, ranging from mobile app development platforms to digital marketing solutions
- Providing customer-facing support
- Executing project management tasks.
- Reviewing agents’ work and guiding them towards improvement
- Coaching and leading your team to maximize customer satisfaction
- Manage a 10-agent team by reviewing their work and providing written, actionable feedback resulting in high first contact resolution
What is required
- 2years of experience as a top-performing customer support agent.
- Must exemplify a customer-centric approach to ticket handling when coaching agents
- Ability to understand code, scripts, and database queries
- Fluent English and the ability to write clearly and concisely
- The ability to work 100% remotely from your own home office
