Description

Lead technical support operations in the Telco domain, managing daily activities while mentoring the team and handling escalations.

Responsibilities

• Oversee day-to-day support operations and manage incoming technical inquiries.
• Act as the primary point of contact for technical escalations and communicate issues to senior management.
• Mentor, coach, and onboard new technical support staff members.
• Track team SLAs, monitor performance metrics, and report on KPIs.
• Analyze Salesforce case trends and implement preventive measures to reduce customer faults.

Required Skills

• 5+ years of experience in customer-focused support management.
• Fluency in both English and Spanish (verbal and written).
• Thorough knowledge of JIRA for bug tracking and monitoring.
• Proven people management and leadership skills.
• Experience managing service and support focused team cultures.
• Strong analytical skills to investigate and resolve technical support tickets.
• Ability to multi-task efficiently under time pressure.
• Background in the Telco domain.

Preferred Skills

• Experience with Salesforce case trend analysis.

Key Skills

Education

Any Graduate