Technical Support Lead – South America Timezone (Remote)

E-commerce Company Product
Full time, Remote
South America
Posted 1 year ago

Our Clients is a Solutions Company.

KEY RESPONSIBILITIES:

  • Handle tickets to support customers.
  • Monitor team workload and distribute resources effectively, especially in urgent situations.
  • Monitor and propose general solutions for repeated issues to limit them from happening again.
  • Support team members in complicated cases or investigate issues related to coding.
  • Give advice/solutions to team members about complex app customizations.
  • Monitor, ensure, improve and maximize the performance of the team & individuals.
  • .Do periodic reports on team productivity, frequent issues, request types that take lots of time to implement, etc.
  • Optimize current Workflow as well as propose/create new Workflow if needed.
  • Collaborate with cross-timezone teams to solve issues.
  • Support CSM to improve collaboration among different teams of different time zones.
  • Be a mentor and take care of the team members, and timely report abnormalities to the management team.
  • Work with CSM to do planning (Quarterly / Monthly) then follow up on the progress.
  • Review – Optimize – Create internal/external documents so that the team members/customers can easily find out the necessary information.
  • Be the main in charge to follow up on the training progress of the Newbies in your sub-team.
  • Other tasks and projects assigned by CSM and Management Team.

REQUIREMENTS:

  • At least 2+ years experience in the Leader role with strong leadership skills.
  • Strong Technical background in Computer Science, Software Engineering or a relevant technology field.
  • Proficient understanding of Javascript, HTML, and CSS.
  • Strong English communication (verbal and written) and interpersonal skills.
  • Good at problem-solving and debugging skills.
  • Good logical thinking, customer-oriented, decision-making, and ability to stay calm when customers are stressed or upset.
  • Empathetic, patient, and positive attitude with a desire to help customers reach their goals.
  • Pay attention to every detail/aspect of the work.
  • Ability to communicate effectively and positively with customers, members, and managers.
  • Have a track record in e-commerce.

CHARACTERISTICS:

  • Proactive, supportive, respectful, equitable, accountable
  • Open-minded, effective communication & collaboration (active listening, constructive feedback), positive and can-do attitude
  • Critical thinking; thoughtful, thinking about the root cause & consequence from multiple views, has vision and observation skills, decision-making skills, customer-oriented
  • Trust team members and willing to delegate if possible
  • Willing to expand knowledge & skills
  • Emotional intelligence
  • Leadership skills, being a good mentor
  • Long term commitment

BENEFITS:

  • 100% remote culture. Live and work from wherever you feel happiest.
  • Day-off: 19 days/year.
  • Salary for the 13th month.
  • Healthcare plan.
  • Year-end Bonus based on your proficiency
  • Salary review every 6 months.
  • Online Meet-ups: Weekly Happy Hour, Weekly Monday Funday, Internal Mini Games and Contests, Virtual Online Parties, etc.
  • Free online learning. Reimbursement for selected online courses.
  • Get support and work with talented and friendly members.

Job Type

Full-time

From Monday to Friday with working time 8:00 AM to 5:00 PM (GMT-3)Timezone : South America .

Interview Process : 2 Round + Test.

Main Working : Remote

Job Features

Job CategoryIT jobs
Phone0866 047 046
Email[email protected]

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