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Technical Support Lead
Ref No.: 18-03093
Location: New York, New York
Position Type:Full Time
Pay Rate : $ 60,000.00 - 70,000.00 /Year
Technical Support Lead
 
We are seeking a Technical Support Lead to join our team in New York City. As a Technical Support Lead, you will provide technical support, troubleshooting, and repair for our products. Support is provided over the phone or via email.
 
Desired Qualifications
  • Bachelor's degree in Computer Science or related technical field.
  • Strong attention to details and ability to multitask
  • Ability to function independently
  • Excellent verbal and written communication skills
  • 5+ years of experience in working with customers in a technical role.
  • Experience in an enterprise environment.
  • A willingness to learn and to teach.
  • Experience with Jira, Zendesk or other ticketing tracking tools preferred.
  • Experience with Microsoft Office 365
  • Strong customer service skills.
  • Excellent communication, both written and verbal.
  • Technical support expertise on Windows, MAC, mobile devices and printers.
  • Networking experience a plus.
  • Ability to work well under pressure.
  • Must be able to lift and carry up to 50 pounds.
 
Responsibilities
  • Provide service to clients, excelling in case ownership and empathy .
  • Collaborate with multiple support tiers, serving as an escalation point.
  • Document and track incoming service calls or emails in web based ticketing system.
  • You will be a liaison between  clients and Level 2 to ensure resolution of customer issues.
  • Document new processes, troubleshooting processes, and solutions to share with other team  members
  • Provide feedback; contribute to knowledge base articles, best practices and how-to documents.
  • Test and document new hardware and software features related to our products; report any issues found and monitor their resolutions.
  • Contribute to the maintenance of the office environment.  Including but not limited laptop maintenance, desktop applications, and printers.
  • Other support activities include researching and recommending solutions.