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Summary of Position:
Our Customer Success Technical Support Team Leads are responsible for overseeing a team of technical support representatives. The Team Lead is responsible for the success and development of the representatives he/she oversees. In addition to developing troubleshooting abilities in their representatives, Team Leads must ensure their representatives act with full account ownership meaning they discuss the benefits our software offers to assist our customers with their practices.
The Team Lead has oversight to driving efficiencies and plays a crucial role in identifying barriers to success, and suggesting and implementing ways for improvement. It is important that Team Leads ensure their team provides exceptional support to new customers and on-going support and training to current customers.
Duties & Responsibilities:
While performing the duties of this job, the employee is regularly required to speak with clients regarding their concerns on the phone. Employees in this position must be able to stay mentally focused and give full attention to clients when on the phone or researching resolution.
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