Technical Product Support LeadVirtualVocations • Baltimore, Maryland, United States
Technical Product Support Lead
VirtualVocations • Baltimore, Maryland, United States
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A company is looking for a Technical Product Support Lead.
Key Responsibilities :
Lead the technical product support team to resolve technical product-related issues for customers
Develop support processes and escalation management systems to enhance issue tracking and resolution
Oversee the development of a knowledgebase and communicate customer needs to inform program decisions
Required Qualifications :
Bachelor's degree and 7+ years of experience
Prior experience supporting enterprise software applications in a federal or regulated environment
Experience in training and overseeing help desk staff with adherence to support processes
Proficiency with IT Service Management (ITSM) tools and ticketing systems
Basic understanding of information security standards and federal data privacy requirements
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