Call Center Technical Lead

Description: • Ensure the day-to-day activities of technical support representatives run smoothly. • Monitor team performance, provide guidance, and report progress to the Manager. • Oversee daily activities of technical support representatives. • Provide ongoing training, feedback, and coaching to team members. • Monitor call center metrics and implement corrective actions as needed. • Resolve team-level issues and escalate critical matters as necessary. • Develop and maintain knowledge bases, FAQs, and training materials. • Coordinate with other leads for seamless handoffs between shifts. • Conduct regular performance reviews and provide actionable feedback. Requirements: • Advanced Troubleshooting Skills: Demonstrated ability to diagnose and resolve complex technical issues across hardware, software, and network environments. • Expertise in analyzing and resolving browser-related issues (Chrome, Edge, and other modern web browsers). • Operating Systems and Software Knowledge: Proficiency in Windows and macOS operating systems, including system configurations, updates, and permissions management. • Strong understanding of common software applications, including Office 365, collaboration tools, and cloud-based solutions. • Understanding of security principles related to software, browsers, and operating systems. • Browser Support: Advanced knowledge of browser configurations, extensions, and settings for Chrome and Edge. • Experience resolving browser compatibility issues with enterprise applications and SaaS platforms. • Ability to troubleshoot performance issues, crashes, and security concerns in web environments. • Problem-Solving Expertise: Exceptional critical thinking and decision-making skills for real-time problem resolution. • Proven experience identifying root causes and implementing effective long-term solutions. • Must have access to a reliable computer, a noise-canceling headset, and a stable high-speed internet connection suitable for video calls and troubleshooting tasks. Benefits:

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