Technical Support Team Leader Resume Samples
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Technical Support Team Leader Resume Samples
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K Barton
Kenya
Barton
935 Sauer Wall
Chicago
IL
+1 (555) 252 4189
935 Sauer Wall
Chicago
IL
Phone
p
+1 (555) 252 4189
Experience
Experience
San Francisco, CA
Technical Support Team Leader
San Francisco, CA
Quigley, Mayer and Schamberger
San Francisco, CA
Technical Support Team Leader
- Responsible for prioritization, problem solving, supporting resource management, communication and risk management within assigned projects
- Complete performance reviews for direct reports
- Lead and manage a team in the delivery of high quality services that meet and exceed our contracted commitments e.g
- Complaint management (Editing/statement/solution finding for negative customer feedbacks)
- Manage 3rd Party Suppliers effectively where engaged in service delivery
- Manage the day to day running of the region to ensure all incoming cases are answered within the prescribed SLA’s
- Special projects according to introduction of the chief manager
Boston, MA
Evening Technical Support Team Leader
Boston, MA
Stark, Bernhard and Cummings
Boston, MA
Evening Technical Support Team Leader
- Provide specialists with timely feedback (positive and constructive) regarding their performance
- QA support cases weekly, monitor agent performance, conduct one on one meetings and performance reviews
- Assist in recruiting and development of support team as a whole
- Flexibility with work hours including some weekends, holidays, and days
- The evening role will work 4pm-12am -- but don’t worry, we’ll take great care of you with nightly food, transportation benefits, and fun
- Create an environment where teammates feel valued and enjoy their jobs
- Provide hands on support in the queue, particularly during high volume periods
present
Philadelphia, PA
Credit & Technical Support Team Leader
Philadelphia, PA
Jones Group
present
Philadelphia, PA
Credit & Technical Support Team Leader
present
- Lead the individuals in the region, this includes, but not limited to personal development, training and assisting with recruitment
- Delegate the workload within the key client management team and technical support function, both domestically and offshore
- Build & maintain strong relationships with the Operations Management, Systems Administration & Development teams
- Manage and co-ordinate activities of assigned resources to execute projects per agreed programme timelines
- Management of the first-line and second-line support teams which provides direct and indirect support to merchants, clients and acquiring banks
- Assist in elaborating and implementing staff development/action plans
- Provide technical pre-sales support and assistance both over the phone and in person. Creating and technically supporting trials of prospects
Education
Education
Associate’s Degree in Computer Science
Associate’s Degree in Computer Science
University of Washington
Associate’s Degree in Computer Science
Skills
Skills
- Excellent verbal and written skills; outstanding phone etiquette; ability to communicate in both English and Spanish highly desirable
- Experience in a Help Desk or Service Desk environment highly desirable
- Proven customer service excellence; the ability to successfully build strong working relationships with customers and staff
- Working knowledge of Microsoft Word, Excel, Outlook and Sharepoint
- Strong organizational and multi-tasking skills
- Demonstrated commitment to quality
- Demonstrated ability to solve problems
- Goal-orientated, pro-active, self-motivated individual
- Computer software and/or hardware technical training and/or earned college hours is
- Retail experience is
4 Technical Support Team Leader resume templates
Read our complete resume writing guides
1
Technical Support Team Leader Resume Examples & Samples
- Lead and manage a team in the delivery of high quality services that meet and exceed our contracted commitments e.g. timelines, SLAs, quality etc
- Implement the appropriate operational and governance processes to underpin effective delivery of Service Desk
- Take direct responsibility for the delivery of specific projects where required
- Manage 3rd Party Suppliers effectively where engaged in service delivery
2
Technical Support Team Leader Resume Examples & Samples
- Respond to internal and external requests in a timely and accurate manner
- Demonstrate leadership stature and act as an agent for change
- Set work priorities for the group
- Monitor volumes of calls, emails, trouble tickets and escalations and redistribute as needed to support attainment of operational goals
- Monitor quality of calls and issue handling and ensure staff effectively addresses requests
- Escalate issues appropriately and with urgency
- Identify development needs and participate in the development of team members, leading and mentoring by example
- Assist in elaborating and implementing staff development/action plans
- Interact with vendor and field partners via verbal and written communications
- As needed, handles technical support calls, emails and tickets
- Successfully complete other tasks, projects and duties as assigned by management
- Goal-orientated, pro-active, self-motivated individual
- Strong organizational and multi-tasking skills
- Must have schedule flexibility to work late evenings and weekends as the business requires
- High school diploma or equivalent; Associate’s degree preferred
- 3+ years of experience in Help Desk operations in a call center environment
- Working knowledge of PC and/or POS software and/or hardware peripherals is required
- Computer software and/or hardware technical training and/or earned college hours is a plus
- Experience documenting incoming calls via a case management or trouble ticketing system is required
- Working knowledge of Microsoft Word, Excel, Outlook and Sharepoint
3
Technical Support Team Leader Resume Examples & Samples
- Manage the day to day running of the region to ensure all incoming cases are answered within the prescribed SLA’s
- Lead the individuals in the region, this includes, but not limited to personal development, training and assisting with recruitment
- Manage the queue of the individuals within the region ensuring prompt and accurate responses to clients
- Handle all customer escalations from the regional team and ensure that these are promptly escalated to the appropriate individual, with all relevant information for an efficient investigation / resolution
- Encourage and promote knowledge sharing within both their local team and the wider global support team
- Provide technical pre-sales support and assistance both over the phone and in person. Creating and technically supporting trials of prospects
- Assist with new sale implementations of new clients and clients taking additional products
- Make sure clients understand, and program to API specifications
- Provide technical support for any issues arising either before or after the go-live
- Investigate any reported errors in data quality, and escalating data corrections to relevant team
- Deliver outstanding customer service by responding to and efficiently resolving client issues and requests
- Assist in software testing of new releases, proactively escalating any issues
- Help customers with installation, including setting up new systems/hardware and promptly installing updates
- Document all updates and changes
4
Evening Technical Support Team Leader Resume Examples & Samples
- Motivate, lead, and coach a team of Support Specialists
- Be a go-to person for our Support team as we interact with merchants through phone calls, email, and other channels
- Serve as escalation point for Specialists when handling difficult cases
- QA support cases weekly, monitor agent performance, conduct one on one meetings and performance reviews
- Handle staffing responsibilities for team by creating and maintaining schedule
- Assist in recruiting and development of support team as a whole
- Provide hands on support in the queue, particularly during high volume periods
- Provide specialists with timely feedback (positive and constructive) regarding their performance
- Leverage coaching, training, and development practices to improve teammate skills and performance
- Create an environment where teammates feel valued and enjoy their jobs
- Lead continuous process improvement and change management to enhance the merchant experience
- Help synthesize and deliver communication between morning, day and night shifts
5
Technical Support Team Leader Resume Examples & Samples
- Management of the first-line and second-line support teams which provides direct and indirect support to merchants, clients and acquiring banks
- Delegate the workload within the key client management team and technical support function, both domestically and offshore
- Support the sales, client management & service management teams with technical requirements
- Support changes and releases into the Production and Test environments
- Build & maintain strong relationships with the Operations Management, Systems Administration & Development teams
- Computer science degree or equivalent
- Experience in support and diagnosis of internet protocols
- Strong log analytical skills, knowledge of SOAP, XML and JSON
- Knowledge of HTML, MySQL & database queries, Apache Tomcat server architecture
- Qualified to ITIL foundation with Experience in online payments, in particular supporting a diverse sector of verticals
- Red Hat Enterprise Linux, web scripting (PHP/ASP/.net/Cold Fusion)
- Use of Unix command line for file handling
- Previous experience of Linux based systems
6
Technical Support Team Leader Resume Examples & Samples
- Lead Divisional Strategic Projects and Site Projects as assigned
- Maintain ETMS TO DO LIST
- Responsible for prioritization, problem solving, supporting resource management, communication and risk management within assigned projects
- Ensure goals and growth plans are in place for all members of the assigned Project Management Team
- Evaluate impact of project changes and adjust implementation activities as required
- Support all project assignments, as defined and assigned by the Site Project Manager
- A Third Level Qualification in a relevant discipline
- Advanced leadership skills in order to build an effective team by providing clear direction and defining priorities
- Experience of working within a highly regulated manufacturing environment
- Demonstrated team player and ability to work in a globally oriented work environment
7
Technical Support Team Leader Resume Examples & Samples
- Deliver/monitor the requested KPI’s for the business stream
- Introduction/monitoring of escalation processes
- Complaint management (Editing/statement/solution finding for negative customer feedbacks)
- Resource planning (call forecast vs available resources)
- Control of compliance of different processes according to the process mapping
- Consequent implementation of Shift to the left (STL) --- Group Chat / analysis
- Initiate/track escalations via Global Helpdesk
- Co-operation at European subjects/projects (IVR, ACD, NSAT etc.)
- Implementation/co-operation of the LAN migration in accordance with PB target
- Compliance of the fixed indicators in daily business (Service level, abandon rate, closed loop communication, register of E-Mail addresses, customer satisfaction, NPS)
- Control/check of the open VOC (Case ownership principle)
- Control, team penetration Drive 2 Web Inc. reporting
- Further development of the problem-solving expertise in 1st Level Support
- Weekly team huddles with reporting statistics
- Driving adding value, (services, supplies, etc.)
- Special projects according to introduction of the chief manager
- Minimum of 1 years’ experience providing (External) Client helpdesk telephone support
- Demonstrates a high level of ownership and accountability
- Good skills in MS Office / CRM Systems
- Ability to work to tight deadlines and stretch targets
- Previous experience of working in a similar troubleshooting, external Client support role
- Problem solving skills are required ability to analyse and assess the options fully
- Must be able to demonstrate technical competence and confidence
- Must have a solid understanding of network Trouble Shooting / Windows Desktop
- Networking accreditation preferred (Proxy, Domain, Firewall)
- Fluency at least in one of Nordics language in addition to English is required for this role
8
Credit & Technical Support Team Leader Resume Examples & Samples
- Producing and presenting financial data to management, explaining significant variations and making corrections, maintaining the production of regular reporting functions
- Making suggestions and managing activities related to the continuous improvement of internal processes, including any root cause analysis
- Organising special projects that require co-ordination of a cross-process team
- Reviewing individual team member performance and performing annual staff appraisals and objective settings
- Providing leadership and management of the team, including training, motivating and providing opportunities for development
- Managing or providing support within the capacity of AR processes, demonstrating experience and knowledge in making sound judgements
- Ensuring SLA measures are met
- ICM/AAT qualified and/or proven experience
- Familiarity with SAP/Baan/Excel
- Previous experience in a team leader role or demonstrable experience in leading/managing people
- Experience and involvement in a continuous process improvement culture
- Confidence to build and maintain strong internal and external working relationships
- Excellent organisational, prioritisation and communication skills
- Adaptability to a changing environment
