Call Center Technical Lead
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: Apply Job!