Job Purpose:The Lead Technical Support Engineer is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition this position is responsible for managing complex customer issues while managing a small group of Technical Support engineers.Key Responsibilities:
Schedule and manage resources to deliver responsive customer service.
Implement issue handling processes, procedures and best practices, resulting world-class response, resolution, and closure times.
Implement metrics for team performance, including case management, workload, and customer satisfaction.
Works toward objectives established by upper levels of management.
Responds to customer service inquiries regarding company products, features and/or services.
Elevates Critical On Demand requests for Development Resources to senior management or Escalation Manager.
Provides multiple levels of escalated support based on the complexity of the technical issue.
Mentor staff to support the business, including new product releases and staff development.
Required SkillsRequired Experience
A bachelor's degree in computer science, computer information systems or related experience.
A minimum of 5-10 years providing enterprise level technical support experience.
Ability to manage a small group of highly skilled technical support engineers.
Result-oriented with strong problem-solving skills.
Strong written and verbal skills in the language of support for this position.
Aid in the recruitment process for technical support engineers.
Must have exceptional organizational, time management, analytical and multi-tasking skills.
Tungsten Automation is an Equal Opportunity Employer, M/F/D/V
A bachelor's degree in computer science, computer information systems or related experience.
A minimum of 5-10 years providing enterprise level technical support experience.
Ability to manage a small group of highly skilled technical support engineers.
Result-oriented with strong problem-solving skills.
Strong written and verbal skills in the language of support for this position.
Aid in the recruitment process for technical support engineers.
Must have exceptional organizational, time management, analytical and multi-tasking skills.
Tungsten Automation is an Equal Opportunity Employer, M/F/D/V
