Team Lead, Technical Support

As a Technical Support Team Lead, you will oversee the EMEA Global Technical Support Team (GTST), ensuring they provide exceptional service to our end-users. This role combines deep technical expertise with a strong focus on leadership, team collaboration and support. Your primary responsibilities will include managing daily operations, technical support, mentoring team members, technical leadership, and implementing strategies to improve customer satisfaction. You will act as a liaison between the support and other departments, ensuring seamless communication and efficient problem resolution. Your leadership will be crucial in maintaining high performance standards and fostering a positive work environment. You will provide hands-on technical support for complex cases to ensure that customer inquiries are handled professionally, efficiently, and in a timely manner.

Lead, support, and coach the EMEA GTST within defined targets.

Monitor and evaluate team performance, providing feedback and coaching.

Develop and implement support processes and best practices.

Handle escalated customer issues and ensure timely resolution.

Collaborate with the Global Support Team and other departments to address customer needs and improve service delivery.

Prepare and present regular reports on team performance and customer feedback.

Supporting the Recruitment, training and onboarding of new team members.

Maintain coverage calendar.

Deal directly with customer to provide accurate and timely resolutions to their inquiries, primarily by email, telephone, or remote sessions.

Act as the central liaison for highly complex support cases, effectively managing resources and coordinating technical troubleshooting across various departments and organizational levels