Lead Technical Support Engineer

Apply now and be a part of our growing team of dedicated professionals!

Position: Lead Technical Support Engineer

Location: New York, New York, United States

Salary: $100 Per hour

About Us: Lobox is a leading provider of innovative technology solutions for businesses across a wide range of industries. We pride ourselves on delivering exceptional customer service and support to our clients, and our Technical Support team plays a crucial role in achieving this goal. As we continue to grow and expand our services, we are seeking a highly skilled and experienced Lead Technical Support Engineer to join our dynamic team.

Job Overview: As the Lead Technical Support Engineer, you will be responsible for managing and leading a team of technical support engineers in providing top-notch support to our clients. You will be the primary point of contact for our clients, ensuring their technical issues are resolved in a timely and effective manner. You will also work closely with our product development team to identify and resolve any product-related issues reported by our clients.

Key Responsibilities:

• Lead and manage a team of technical support engineers, providing guidance, training, and support to ensure they deliver high-quality support to our clients.
• Serve as the main point of contact for our clients, responding to their technical inquiries, troubleshooting issues, and providing solutions.
• Work closely with our product development team to identify and resolve any product-related issues reported by clients.
• Continuously monitor and improve the technical support process to enhance the overall customer experience.
• Communicate with clients via phone, email, or chat to understand their technical issues and provide timely and effective solutions.
• Document all client interactions and technical solutions in our CRM system.
• Provide regular reports to management on technical support metrics, including response time, resolution time, and customer satisfaction.
• Stay current with industry trends and advancements in technology to ensure our technical support team is equipped with the knowledge and skills to provide top-notch support.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in a technical support role, with at least 2 years in a lead or supervisory position.
• Strong technical background, with knowledge of various operating systems, networking, and software applications.
• Excellent problem-solving and troubleshooting skills.
• Exceptional communication and interpersonal skills.
• Ability to work well under pressure and in a fast-paced environment.
• Experience with CRM systems and ticketing tools.
• Team player with a positive attitude and a passion for providing excellent customer service.

Join our team: At Lobox, we value diversity and inclusivity, and we are committed to providing equal opportunities for all employees. We offer a competitive salary and benefits package, a collaborative and supportive work environment, and opportunities for growth and development. If you are a self-motivated, customer-oriented individual with a passion for technology and leadership, we want to hear from you!