Israel Job Openings
AU10TIX
Tier1 TL
August 22, 2024
Location: Israel
Job Description:
AU10TIX, a leading international hi-tech company specializing in Automated ID authentication technologies, is seeking a Team Lead – Tier 1 Technical Support to join our dynamic team. This role is crucial in ensuring that our customers receive exceptional technical support and that our support team operates efficiently and effectively.
As a Team Lead, you will oversee the Tier 1 Technical Support team, guiding them in managing and resolving customer queries, and acting as a technical focal point for complex issues. Your leadership will drive the team’s success in delivering top-notch customer service while collaborating closely with T2 support, NOC, R&D, Dev Ops, and CSM teams.
Responsibilities:
- Lead, mentor, and manage the Tier 1 Technical Support team to ensure high performance and professional development.
- Conduct thorough investigations and troubleshoot complex customer issues, taking ownership of the process from initial contact to resolution, and ensuring customer satisfaction.
- Act as the technical lead, providing advanced technical assistance and resolving complex product issues independently.
- Communicate customer issues and requests effectively to product management and the R&D teams, ensuring that feedback is used to enhance product quality and support processes.
- Oversee the resolution of technical queries related to integration, SDK, and coding, ensuring timely and accurate solutions.
- Manage and coordinate the escalation of issues to Tier 2 support, NOC, and R&D teams, ensuring appropriate and effective follow-up.
- Maintain and update the internal Knowledge Base and playbooks, ensuring they are comprehensive, accurate, and accessible for the team.
- Develop and implement best practices for technical support processes and procedures.
- Monitor team performance, conduct regular reviews, and provide constructive feedback to team members.
Requirements:
- previous support managerial experience.
- Proven experience in a Technical Support role with a demonstrated track record of leadership and team management.
- Strong technical background with the ability to handle complex technical issues and provide advanced troubleshooting.
- Excellent interpersonal skills with the ability to lead, motivate, and develop a high-performing team.
- Fluent in English with exceptional oral (phone) and written (email) communication skills.
- Advanced analytical thinking and problem-solving skills.
- Ability to work effectively under pressure, with strong self-control and resilience.
- Exceptional customer service skills and a commitment to delivering excellent support.
- Experience in managing support processes and improving team efficiency.
- Python knowledge: an advantage.
- Experience with Automated ID authentication technologies or similar fields is a plus.
- Knowledge of integration, SDK, and coding issues in a technical support context.
- Previous experience in a team lead or supervisory role within a technical support environment.
If you are a dedicated professional with strong leadership abilities and a passion for providing outstanding technical support, we encourage you to apply and join our team at AU10TIX.
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