Tech Helpdesk Team Head

Position Title: Head of Tech Support for Contact Center

Job Summary: The Head of Tech Support for Contact Center is responsible for overseeing the technical support operations within the contact center. This role involves managing a team of tech support specialists, ensuring efficient resolution of technical issues, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong background in IT support, excellent leadership skills, and a deep understanding of contact center technologies.

Key Responsibilities:

Leadership and Management: Lead and mentor a team of tech support officers, providing guidance and support to ensure high performance and professional development.

Technical Support: Oversee the resolution of technical issues related to contact center CRM, VoIP/telephony software among other applications, hardware, and network systems. Ensure timely and effective troubleshooting and problem-solving.

Customer Satisfaction: Maintain high levels of customer satisfaction by ensuring prompt and accurate resolution of technical issues. Implement strategies to improve customer experience.

Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of tech support operations. Monitor and analyze performance metrics to drive continuous improvement.

Collaboration: Work closely with other departments, including IT, operations, and customer service, to ensure seamless integration and support of contact center technologies.

Reporting: Prepare and present regular reports on tech support performance, issues, and resolutions to senior management. Provide insights and recommendations for strategic planning.

Budget Management: Manage the tech support budget, ensuring cost-effective solutions and resource allocation.

Qualifications:

Bachelor's degree in Information Technology, Computer Science, or a related field.

Minimum of 5 years of experience in tech support, with at least 2 years in a leadership role.

Strong knowledge of contact center technologies, including software, hardware, and network systems.

Excellent problem-solving and troubleshooting skills.

Proven ability to lead and manage a team effectively.