Apryse

Technical Support Analyst – Team Lead

Apryse

full-time

Posted on:

Origin:  • 🇩🇪 Germany

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Job Level

Senior

About the role

  • Apryse is seeking a skilled and highly motivated Technical Support Analyst – Team Lead with supervisory and technical support experience to join our dynamic team.
  • As a Technical Support Analyst – Team Lead, you will play a crucial role in supervising a growing team of Support Analysts in their efforts to provide world-class support services.
  • Provide day-to-day leadership and supervision to a multi-national team.
  • Hold team to performance goals and objectives, assist in regular performance evaluations, and implement strategies for continuous improvement.
  • Foster a positive team culture that encourages collaboration, knowledge sharing, and high-quality customer service.
  • Serve as an internal and external escalation point for complex technical issues, providing expertise and guidance to the team.
  • Collaborate with cross-functional teams, including developers, product managers, and quality assurance, to ensure effective troubleshooting and issue resolution.
  • Maintain a deep understanding of our products, their features, and their integration within various software environments.
  • Investigate and resolve customer issues promptly and efficiently, ensuring customer satisfaction and adherence to service level agreements (SLAs).
  • Offer support to customers, assisting with a variety of products ranging including No-Code products, Low code products, and SDK products.
  • Provide technical documentation and training, troubleshooting guides, and FAQs, for both internal and external audiences.
  • Identify opportunities to improve support processes, tools, and systems to enhance efficiency and customer satisfaction.
  • Analyze support trends and customer feedback to identify common issues and drive proactive solutions.
  • Collaborate with leaders and stakeholders to advocate for customer needs and contribute to the product roadmap.
  • Manage multiple ongoing issues, triaging appropriately based on severity and impact.

Requirements

  • Associate’s degree in computer science, Information technology, or a related field, Technical Certifications or equivalent work experience.
  • Proven experience in a technical support/IT/related leadership role.
  • In-depth knowledge of troubleshooting methodologies, customer service best practices
  • Excellent problem-solving and analytical skills, with the ability to quickly understand complex technical issues and provide effective solutions.
  • Exceptional leadership and team management abilities, with a focus on fostering a positive and collaborative work environment.
  • Experience working in a technical support environment, managing high volume ticket flows, and handling critical incidents.
  • Experience working with remote and international teams.
  • Outstanding communication skills, both verbal and written, with the ability to effectively interact with customers and internal stakeholders.