Support Technical Team Lead

You will:

• Oversee customer support case escalations, ensuring timely and effective resolution. 
• Act as the HR manager for the support team, handling recruitment, training, and performance management. 
• Manage team training and growth, fostering a culture of continuous learning and improvement. 
• Conduct case QA to ensure adherence to SLAs, high CSAT scores, and provide coaching and training as needed. 
• Collaborate with other departments to improve support processes and customer satisfaction. 
• Learn and quickly adapt to Salesforce, our primary platform for our product, and understand our .NET-based applications (no .NET experience required). 
• Handle escalated support cases, ensuring timely and satisfactory resolutions. 
• Lead and manage the support team, providing mentorship and guidance. 
• Conduct regular training sessions and workshops to improve team skills. 
• Monitor support case metrics, ensuring SLAs and CSAT scores are met. 
• Perform quality assurance on support cases, providing feedback and coaching to team members. 
• Collaborate with the product and development teams to address recurring issues and improve product performance. 
• Maintain up-to-date knowledge of Salesforce and our product suite to provide effective support. 

You have:

• Salesforce Administrator Certification
• Native in English, both written and verbal. 
• Bachelor’s degree in computer sciences (or any relevant field) or equivalent work experience. 
• Proven experience in a technical support role, with a focus on escalations and team management. 
• Strong leadership and HR management skills. 
• Excellent communication and interpersonal skills, with the ability to coach and mentor team members. 
• Ability to quickly learn and adapt to new technologies, particularly Salesforce. 
• Strong analytical and problem-solving skills. 
• High attention to detail and organizational skills. 
• Direct experience with Salesforce or a similar CRM platform. 
• Familiarity with .NET-based applications  
• Experience in quality assurance , training or software support environment. 
• Previous experience managing a technical support team is highly desirable.