Team Lead – Technical Support

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

As a Team Lead in Technical Support, you will be responsible for leading a team of technical support representatives to deliver exceptional customer service and resolve complex technical issues efficiently. This role requires strong leadership skills, technical expertise, and a customer-centric mindset. You will collaborate closely with cross-functional teams to ensure seamless communication and alignment with company goals. The Team Lead will also be responsible for mentoring team members, optimizing processes, and driving continuous improvement in service delivery.

Key Responsibilities:

• Team Leadership: Provide guidance, coaching, and mentorship to a team of technical support representatives. Set clear performance expectations, monitor team performance, and provide regular feedback to foster professional growth and development.

• Customer Service Excellence: Ensure that the technical support team delivers exceptional customer service by promptly responding to customer inquiries, troubleshooting technical issues, and resolving customer concerns with empathy and professionalism.

• Technical Expertise: Maintain a deep understanding of the company's products, services, and technical systems. Stay updated on new product features, technical specifications, and troubleshooting techniques to effectively support customers and assist team members.

• Issue Resolution: Assist team members in resolving complex technical issues escalated from lower tiers of support. Provide guidance on troubleshooting methodologies, escalate unresolved issues to appropriate teams, and ensure timely resolution to minimize customer impact.

• Process Optimization: Identify opportunities to streamline and improve technical support processes, workflows, and tools. Work collaboratively with cross-functional teams to implement process improvements and automation solutions that enhance efficiency and productivity.

• Performance Analysis: Analyze key performance metrics such as response times, resolution rates, and customer satisfaction scores to assess team performance and identify areas for improvement. Develop action plans to address performance gaps and drive continuous improvement initiatives.

• Cross-Functional Collaboration: Collaborate closely with other departments, including product development, quality assurance, and customer success, to communicate customer feedback, prioritize product enhancements, and ensure a seamless customer experience.

• Documentation and Knowledge Sharing: Ensure that technical support documentation, knowledge base articles, and training materials are accurate, up-to-date, and easily accessible to team members. Promote knowledge sharing and best practices within the team to enhance overall performance and expertise.

Qualifications and Skills:

• Bachelor's degree in computer science, engineering, or a related field preferred. 

• Proven experience in technical support or a similar customer-facing role, with at least 1 year of experience in a leadership or supervisory capacity.

• Strong technical aptitude and proficiency in troubleshooting software, hardware, and network issues.

• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences.

• Demonstrated leadership abilities, including the ability to motivate, inspire, and develop team members.

• Analytical mindset and ability to analyze data, identify trends, and make data-driven decisions to improve team performance.

• Customer-centric mindset and a passion for delivering exceptional customer service.

• Experience with help desk ticketing systems, CRM software, and other technical support tools preferred.

• Proven ability to multitask, prioritize tasks, and work effectively in a fast-paced environment.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.