Technical & Scripting Support Team Lead

IRIS; Iris (CO); Presencial; USD 90 000 - 130 000; Tempo integral

Resumo da oferta

IRIS is seeking a hands-on Team Lead to guide the Swipeclock Technical and Scripting Support Team. This role combines day-to-day team leadership with advanced technical support, custom scripting, customer advocacy, and cross-functional problem solving.

You will serve as the first point of contact for escalations, troubleshoot software, hardware, and third-party integrations, and develop custom solutions using Swipeclock's proprietary scripting language.

Qualificações

• Experience in technical support, SaaS, Time & Attendance, Payroll, HRIS, or related software environment.
• Proven experience leading and mentoring a technical support team.
• At least 2 years of customer service or technical support experience.
• Working knowledge of Salesforce CRM or Salesforce Service Cloud, including case management and documentation.
• Strong analytical, troubleshooting, written and verbal communication skills.
• Ability to interact with partners, clients and internal teams professionally.
• Ability to manage competing priorities in a fast-paced environment.
• Two years of college-level coursework in CS/IT or equivalent experience.

Responsabilidades

• Provide day-to-day leadership, workload coordination, and technical direction for the Technical and Scripting Support Team.
• Coach and mentor analysts through feedback, case reviews, and knowledge sharing.
• Foster accountability, collaboration, learning, and customer focus.
• Balance queue priorities, monitor service levels, and improve workflows.

Conhecimentos

Team leadership

SaaS support

Salesforce Service Cloud

Scripting language

Customer advocacy

Problem solving

Formação académica

Two years college coursework in CS/IT

Ferramentas

Salesforce Service Cloud

APIs

Proprietary scripting language

Descrição da oferta de emprego

IRIS is seeking a hands-on Team Lead to guide the Swipeclock Technical and Scripting Support Team. This role combines day-to-day team leadership with advanced technical support, custom scripting, customer advocacy, and cross-functional problem solving.

You will serve as the first point of contact for escalations, troubleshoot software, hardware, and third-party integrations, and develop custom solutions using Swipeclock's proprietary scripting language.