IT Client and Technical Support Lead

JOB SUMMARY

Responsible for overseeing the technical support team to ensure excellent customer service and prompt issue resolution. Ensures that schools and educational institutions using Pro-Solutions Technology Company’s software receive timely and effective technical assistance.

KEY RESPONSIBILITIES

1. Technical Support Operations Management

• Supervise and coordinate the daily activities of the technical support team
• Ensure the customer issues are addressed efficiently and in a timely manner
• Develop and maintain support processes, documentation, and best practices

2. Customer Support and Issue Resolution

• Oversee troubleshooting and resolution of software, network, and hardware issues
• Provide advanced technical assistance to customers when escalations occur
• Ensure a high level of customer satisfaction by delivering quality support

3. Collaboration ...