Tier 1 Technical Support Team Lead

About Us: We are a dynamic call center dedicated to providing exceptional technical support for our clients. As a Team Leader, you will play a crucial role in supervising and supporting our dedicated team of Technical Support Representatives, ensuring that our clients receive top-tier service.        Role Overview: As a Team Leader, you will be responsible for supervising, coaching, and developing a team of Technical Support Representatives within our call center environment. Your primary focus will be on providing Level 1 technical support for our clients, requiring a strong understanding of hardware and software troubleshooting.         Key Responsibilities:     · Supervise and support a team of Technical Support Representatives, ensuring performance goals and KPIs are met.     · Monitor inbound calls to maintain quality, efficiency, and high levels of customer satisfaction.     · Address escalated client concerns and ensure timely resolution.     · Conduct regular performance evaluations and provide constructive feedback to team members.     · Collaborate with workforce management to optimize staffing and scheduling needs.     · Facilitate one-on-one mentorship and coaching sessions to support individual growth and development.     · Maintain up-to-date knowledge of client processes, procedures, and technical tools.         Qualifications:     · Flexible schedule availability to accommodate varying shifts, including:     · Monday to Friday, 8:00 am to 4:30 pm     · Monday to Friday, 1:30 pm to 10:00 pm     · Ability to work overtime and weekends when necessary.     · Minimum 1 year of experience in a call center team lead or supervisory role.     · Strong verbal and written communication skills.     · Experience in Level 1 technical support, including troubleshooting hardware, software, and network issues.     · Proficiency in supporting Microsoft Windows (7 – 11), Outlook 365, antivirus software, and network printers.     · Ability to motivate and inspire team members to achieve their goals.     · Flexible schedule availability to accommodate varying shifts.     · Proven track record of meeting deadlines and exceeding performance expectations.     · Strong problem-solving skills and ability to prioritize tasks effectively.         We provide Medical, Dental, and Vision                   ##inccgs88