Job Description
Our client is looking for a highly skilled and customer-focused Remote Technical Support Lead to manage their technical support operations. This is a fully remote position, enabling you to work from anywhere, while contributing to the support needs of users in and around Sokoto, Sokoto, NG . The Lead will be responsible for overseeing a team of technical support representatives, ensuring the timely and effective resolution of customer inquiries and technical issues. Key responsibilities include setting performance standards for the support team, providing technical guidance and mentorship, developing troubleshooting guides and knowledge base articles, and escalating complex issues to appropriate departments. You will monitor support ticket queues, analyze support trends, and implement strategies to improve customer satisfaction and reduce resolution times. The ideal candidate will have extensive experience in technical support, a strong understanding of IT systems and software, and proven leadership abilities. Excellent problem-solving, communication, and interpersonal skills are essential. Proficiency with helpdesk software and remote support tools is required. A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, is preferred. This role requires a proactive individual who can manage a remote team effectively, foster a positive support culture, and ensure an exceptional customer experience.