Application Support Team Lead
hace 5 días
We are seeking a highly skilled and experienced Application Support Team Lead to join our Technical Operations team at LanguageWire. As a key member of our team, you will be responsible for leading a dedicated team of technical experts who provide exceptional support for our products, ensuring the best possible user experience.
Key Responsibilities- Team Leadership: Lead a team of technical experts in providing support for our products, ensuring they have the necessary skills and resources to succeed.
- Ticket Management: Take ownership of tickets related to end-users and internal applications, identifying and escalating incidents, resolving tickets, and re-assigning them to relevant engineers and tribes.
- Communication: Handle internal stakeholder communication about incidents and their resolution, providing support to customers using Zendesk, and acting as a liaison between the business, developers, and quality assurance.
- Process Improvement: Develop core product knowledge, create and update internal documentation, and calculate metrics (KPIs) to define and track OKRs.
To be successful in this role, you will need:
- At least 2 years' experience in a Team Lead position.
- Able to motivate and engage with engineers, with excellent communication and interpersonal skills.
- Experience with customer ticketing systems like Zendesk, Freshdesk, Jitbit.
- Basic understanding and usage of SQL, Logging tools, APIs, and tools.
- Ability to understand new systems and technologies quickly, with a structured approach to problem-solving.
- Fluent in spoken and written English.
Experience working for a tech-enabled Language Service Provider (LSP) before, and experience with software task management systems like JIRA, TFS, Azure DevOps, would be an advantage.
About LanguageWireAt LanguageWire, we are a leading provider of language services, using advanced technology to simplify communication for businesses and individuals worldwide. We value diversity, equity, and inclusion, and believe that our team's unique perspectives and experiences are essential to our growth and success.
What We OfferWe offer a dynamic and inclusive work environment, with opportunities for professional growth and development. Our team is passionate about delivering exceptional results, and we are committed to making a positive impact on our customers and the communities we serve.
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