Technical Support Professional Lead

Act as a technical resource for Technical Support Professionals to resolve more complex issues and answer questions.

Essential Duties and Responsibilities

The essential duties and responsibilities can include the following. However, other duties may be assigned.

• Act as a resource for Technical Support Professionals to ask technical questions to.
• Solve complex issues that Technical Support Professionals are unable to solve.
• Responsible for reviewing case details, providing feedback or next steps for a TSP to take, or working the case until a resolution is found.
• Communicate issue resolution to TSP.
• Escalate cases to the appropriate department at the customer or vendor if unable to resolve the issue.
• Communicate and publish new troubleshooting procedures or process improvements.
• Actively share newly acquired information with the whole team.
• Responsible for coordinating and maintaining helpdes...