Position Summary: The PH Lead acts as the cell center team lead, ensuring that the day-to-day activities of the technical support representatives run smoothly. This role involves monitoring team performance, providing guidance, and reporting progress to the Manager. The Lead will also act as a liaison between the representatives and upper management, ensuring seamless communication and efficient operations.
Key Responsibilities:
- Oversee the daily activities of day and night/weekend technical support representatives, ensuring adherence to schedules and quality standards.
- Provide ongoing training, feedback, and coaching to team members to improve technical troubleshooting skills and customer interactions.
- Monitor call center metrics, such as call volume, resolution times, and customer satisfaction scores, and implement corrective actions as needed.
- Resolve team-level issues and escalate critical matters to the US-based Manager as necessary, ensuring minimal disruption to operations.
- Develop and maintain knowledge bases, FAQs, and training materials to support team development.
- Coordinate with other leads to ensure seamless handoffs between shifts and consistent service delivery.
- Conduct regular performance reviews and provide actionable feedback to team members.
Technical Qualifications for Technical Lead:
- Advanced Troubleshooting Skills:
- Demonstrated ability to diagnose and resolve complex technical issues across hardware, software, and network environments.
- Expertise in analyzing and resolving browser-related issues (Chrome, Edge, and other modern web browsers).
- Operating Systems and Software Knowledge:
- Proficiency in Windows and macOS operating systems, including system configurations, updates, and permissions management.
- Strong understanding of common software applications, including Office 365, collaboration tools, and cloud-based solutions.
- Understanding of security principles related to software, browsers, and operating systems.
- Browser Support:
- Advanced knowledge of browser configurations, extensions, and settings for Chrome and Edge.
- Experience resolving browser compatibility issues with enterprise applications and SaaS platforms.
- Ability to troubleshoot performance issues, crashes, and security concerns in web environments.
- Problem-Solving Expertise:
- Exceptional critical thinking and decision-making skills for real-time problem resolution.
- Proven experience identifying root causes and implementing effective long-term solutions.
- Must have access to a reliable computer, a noise-canceling headset, and a stable high-speed internet connection suitable for video calls and troubleshooting tasks.
Salary: $1,500 USD per Month
