What are the responsibilities and job description for the Team Lead position at VBeyond Corporation?
Key Responsibilities:
- Oversee the daily operations of the remote wind turbine technicians, ensuring efficient and effective resolution of end-user issues.
- Escalate and communicate to next level of fleet support when remote troubleshooting is not effective ensuring to provide any relevant information to aid in additional support.
- Provide technical guidance and support to the team, assisting with complex issue resolution when necessary.
- Develop and implement procedures and standards for the team to enhance the quality and speed of customer support.
- Monitor team performance through various metrics, setting objectives, and providing feedback and coaching to improve service levels.
- Train and mentor help desk technicians, promoting continuous professional development within the team.
Qualifications:
- Must be able to work variance shifts required for 24x7 operations
- Technical knowledge of computer systems, networks, and software, with the ability to troubleshoot and resolve complex technical issues.
- Excellent leadership and team management skills, with a proven track record of leading a team of 5-10 people in the past.
- Outstanding customer service skills, with the ability to handle stressful situations diplomatically and maintain positive relationships with users.
Effective communication skills, both written and verbal, with the ability to communicate technical information
