IT Client and Technical Support Lead

JOB SUMMARY:

Responsible for overseeing the technical support team to ensure excellent customer service and prompt issue resolution. Ensures that schools and educational institutions using Pro-Solutions Technology Company's software receive timely and effective technical assistance.

KEY RESPONSIBILITIES:

1. Technical Support Operations Management

· Supervise and coordinate the daily activities of the technical support team

· Ensure the customer issues are addressed efficiently and in a timely manner

· Develop and maintain support processes, documentations, and best practices

2. Customer Support and Issue Resolution

· Oversee troubleshooting and resolution of software, network, and hardware issues

· Provide advanced technical assistance to customers when escalations occur

· Ensure a high-level of customer satisfaction by delivering quality support

3. Collaboration and Coordination