Job Details
Skills And Tools:
Job Description
About the Role
This is a client facing role within the Project Portfolio and Financial Management solution. A person in this role works with clients to perform system configuration and troubleshooting.
The Technical Support Team Lead is responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team.
To be successful in this role you must have excellent logical and technical skills, as well as excellent verbal and written professional business communication skills. You must be able to acquire expertise and knowledge of how end users perform their daily activities of data creation and updates in key areas of Project Planning and Management, Financial Data Capture and Usage, Resource Planning and Management, Portfolio Prioritization.
Responsibilities
- Oversee the day-to-day operations of the Technical Support Team
- Act as a senior agent who will drive customer satisfaction through customer support
- Act as a mentor and provide oversight, coaching, and training to technical support staff
- Be the point of contact when it comes to technical escalations
- Record and track team SLAs and workflows
- Clearly communicate escalated issues to Tier 3 and product managers as needed
- Manage and report on all incoming technical support inquiries
- On-board all new technical support team members
- Assist in the creation of the team KPIs as well as monitor and report on results
- Be actively involved with the operational delivery and UAT if required for new product and feature releases
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
- Maintain curiosity about how the world works and connects in order to learn Project and Portfolio Management practices
- Engage with clients to solve problems
- Collaborate well within and across teams
- Take guidance from peers and mentors while working independently
Job Requirements
The successful candidate must:
- Demonstrate technical aptitude
- Learn new technologies rapidly with an ability to acquire and retain knowledge
- Have a logical approach to solving problems
Requirements
- Technical degree (Bachelor’s or Master’s in Computer Science, Engineering) with a college transcript provided
- 3-5 years of experience in a Software Development, Software Engineering, or Software Quality Assurance role. Will consider candidates with experience in a Systems Configuration or Systems Integration role. Strong programming experience preferred.
Technology skills
- Demonstrable software design and development skills
- Demonstrable knowledge of complex data structures and data relationships
- Comfortable with using Excel, capable of documenting items in PPT and MS Word and using online applications
- Proven track record of ability to learn new software with minimal guidance
- Comfortable using a variety of communications technologies and methodologies and remaining closely connected at all times with a remote team
