Technical Support Team Leader

About Awecomm

Awecomm is an exciting IT services company delivering exceptional solutions to the small and midsize market. We are a nationally recognized top technology provider and are honored to be a Best & Brightest workplace 3 years and counting.

Our unique service platform provides complete IT solutions for our clients so they can focus on their core business. We help our clients innovate with technology and process, enabling their growth and success.

Our client partnership is central to our shared success. Overall, our core purpose is to help great people advance and great companies thrive .

At Awecomm, our values are core to our mission to be passionately supporting 25,000 great people :

• Be Transparent open and honest is not optional
• Be Helpful enthusiastic, flexible, supportive, and team oriented
• Be Exceptional together we can go beyond great, and be exceptional

If you share our values, are excited about our mission, and are looking for a career where you can be exceptional and work with an exceptional team, Awecomm may be the place for you.

What you will be doing

As a Technical Support Team Leader , you will be responsible for leading and assisting the technical support team with core service desk team activities.

So me key duties in this role will include :

• Provide exceptional customer service to clients
• Lead the technical support team ticket processing to ensure team efficiency and adherence to process and procedures
• Be a role model in terms of execution of technical support team job responsibilities, including consistent execution of tickets, customer service, etc.
• Lead and assist the technical support team with core service desk team activities such as ticket management, troubleshooting hardware and software issues, and escalating issues to the proper team member for resolution
• Support and assist team members to ensure consistent team success with SLAs and client satisfaction results
• Optimize the quality review process and provide feedback to team members on areas for improvement
• Coach and mentor new hires and well as team members advancing to roles within the technical support team (i.e. SME areas, SDEP, Support System Administrator).
• Assist Support Services Manager with schedule coordination, process adherence, and quality reviews
• Lead proactive service initiatives
• Assist Support Service Manager in coordinating automation initiatives
• Assist with support ticket processing on an as-needed basis
• Provide support after-hours as part of a team on-call rotation

Experience & skills that will enable your success

• Demonstrated passion for technology and client service
• Excellent communication and writing skills
• Proven ability to provide exceptional client service
• Consistent track record of demonstrated ambition with successful results
• Effective decision-making skills
• Proficient critical thinking skills
• Ability and passion to continuously learn new technologies in a fast-paced environment
• Bachelors degree or experience in related field
• Proven leadership skills including leading team meetings, knowledge transfer to team members, etc.
• 4+ years of customer service experience
• Able to identify issues in job processes and improve them; automate processes when needed
• Demonstrated experience leading successful initiatives / special projects

Why you will excel and love working at Awecomm

You will fit right in if you love to provide exceptional service, work as a team, and love technology. Some key indicators include :

• Excited to work with the latest technology and cybersecurity solutions
• Own your experience, and be proud of it
• Excited and passionate about learning new technology
• Want to collaborate with others to solve problems and find a better way
• Always looking to make improvements continuous improvement focus and really enjoy making an impact
• Drive and ambition to grow and initiate change
• Put the needs of others, especially clients, first
• Excited to come to work every day and help the TEAM succeed
• Flexible and have a positive attitude
• Ambition for advancement and your own continuous improvement commitment
• Career focused want to grow and prepare for your next role at Awecomm

Additional Reasons to love Awecomm

• Awecomm culture, values, purpose, and mission
• Casual work environment
• Work with great team members committed to the overall success of the team
• Fun office events and offsite activities
• Included 24 / 7 onsite fitness center
• Included access to onsite golf simulator
• Located in the heart of Troy, walking distance to several restaurants
• Onsite full-service caf (when walking outside is not ideal)
• Office lounge, snacks, and free flavored water and soft drinks
• Competitive pay and benefits, including 401k Plan with company match
• Team recognition program earn points toward swag, gift cards, & more
• Profit sharing plan we all share in our collective success
• Career advancement with free career development

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