Technical Support Team Lead & Troubleshooting Expert

NiCE; United Kingdom; On-site; GBP 60,000 - 80,000; Full time

Job summary

NiCE is seeking a Team Lead for Technical Support to manage complex customer issues and provide expert support across communication channels. This role demands advanced technical knowledge, exceptional communication skills, and the ability to mentor colleagues effectively.

The ideal candidate will have over 7 years of experience, a strong technical background, and the capability to work under pressure, ensuring effective resolution according to service agreements. This is a key role in maintaining high customer satisfaction and operational efficiency.

Qualifications

• 7+ years of experience in technical customer service, especially in support roles.
• Advanced knowledge of SaaS, telecommunications, and contact center technologies.
• Proven skills in resolving complex technical issues effectively.

Responsibilities

• Provide advanced technical support to customers via various channels.
• Mentor colleagues and improve troubleshooting processes.
• Ensure cases progress according to SLA and maintain certification standards.

Skills

Technical support expertise

Analytical skills

Communication skills

Problem-solving

Time management

Education

Bachelor's degree in computer science or related field

Tools

Networking technologies

SaaS technologies

Telecommunications software

SQL and databases

Job description

NiCE is seeking a Team Lead for Technical Support to manage complex customer issues and provide expert support across communication channels. This role demands advanced technical knowledge, exceptional communication skills, and the ability to mentor colleagues effectively.

The ideal candidate will have over 7 years of experience, a strong technical background, and the capability to work under pressure, ensuring effective resolution according to service agreements. This is a key role in maintaining high customer satisfaction and operational efficiency.