Description: ? Ensure the day-to-day activities of technical support representatives run smoothly. ? Monitor team performance, provide guidance, and report progress to the Manager. ? Oversee daily activities of technical support representatives. ? Provide ongoing training, feedback, and coaching to team members. ? Monitor call center metrics and implement corrective actions as needed. ? Resolve team-level issues and escalate critical matters as necessary. ? Develop and maintain knowledge bases, FAQs, and training materials. ? Coordinate with other leads for seamless handoffs between shifts. ? Conduct regular performance reviews and provide actionable feedback. Requirements: ? Advanced Troubleshooting Skills: Demonstrated ability to diagnose and resolve complex technical issues across hardware, software, and network environments. ? Expertise in analyzing and resolving browser-related issues (Chrome, Edge, and other modern web browsers). ? Operating Systems and Software Knowledge: Proficiency in Windows and macOS operating systems, including system configurations, updates, and permissions management. ? Strong understanding of common software applications, including Office 365, collaboration tools, and cloud-based solutions. ? Understanding of security principles related to software, browsers, and operating systems. ? Browser Support: Advanced knowledge of browser configurations, extensions, and settings for Chrome and Edge. ? Experience resolving browser compatibility issues with enterprise applications and SaaS platforms. ? Ability to troubleshoot performance issues, crashes, and security concerns in web environments. ? Problem-Solving Expertise: Exceptional critical thinking and decision-making skills for real-time problem resolution. ? Proven experience identifying root causes and implementing effective long-term solutions. ? Must have access to a reliable computer, a noise-canceling headset, and a stable high-speed internet connection suitable for video calls and troubleshooting tasks. Benefits:
