Technical Support Team Lead
Company DescriptioniOPEX is a new-generation business solutions provider offering optimized IT management and Automation services. Founded in 2009, iOPEX has grown to over 3,000 employees, providing specialized optimization solutions. The company takes pride in creating tailor-made solutions for each client to help businesses achieve their full potential. With a customer-centric approach, iOPEX builds long-lasting partnerships with its clients, including Fortune 500 companies.Role DescriptionThis is a contract Technical Support Team Lead role based on-site in Irving, TX. The Team Lead will be responsible for overseeing the day-to-day tasks of the technical support team, ensuring customer satisfaction, providing technical support, and maintaining communication with the team and clients.Responsibilities:Coaching, mentoring, and performance management of the product support teamDaily supervision and management of Support Center operationsProvide exceptional omni-channel (voice, chat, web and email) support to Consumer Electronics' direct and retail partner customersProvide technical assistance and support for incoming queries and issues related to computer systems, software, and hardwareDiagnose and troubleshoot technical issues, including network configuration and connectivity problemsInstall, configure, and maintain software applications and operating systemsCollaborate with other teams to resolve technical issues promptlyDocument all technical inquiries and solutions in the ticketing systemEnsure customer satisfaction through professional communication and timely resolution of issuesRequired Skills:Proficiency in troubleshooting Smart Home devices such as doorbell, camera, CCTV or has smart home devices at homeExperience with smart lock device setup and troubleshootingFamiliarity with CRM and ticketing tools such as Salesforce Service Cloud, or similar ticketing systemsStrong understanding of Office applicationsAbility to diagnose and resolve computer hardware issuesHas Technical Team Lead experience is a MUST2 years' experience in leadership or as a team leadOffice Address:iOPEX Technologies inc, Suite 365, 7301 N. State Highway 161, Irving, Texas 75039Office Hours:Mondays-Fridays: 7AM-6PM PSTSaturdays and Sundays: 7AM-3:30PM PSTSchedule:8-hour shiftDay shiftMonday to FridayWeekends as needed