Senior Technical Support Lead

Act as the ultimate technical authority on the most complex and ambiguous product-related support issues, exercising judgment to establish the methods, techniques, and evaluation criteria for obtaining results. Develop and implement the overall strategy for your technical support domain, ensuring alignment with broader business objectives and developing approaches to quality assurance. Responsible for Tech Support actions involved with new feature launch and product development Act as a team leader in queue management, reviewing queues, assigning tickets and communicating with WFM to ensure coverage. Act as a team leader by organizing, planning and executing on team meetings, including regional and team stand up meetings. Monitor and evaluate the performance of your vertical against KPIs, installing the measurement systems and infrastructure needed to curate business intelligence that guides operational and strategic decisions. Build and oversee complex programs, controlling the interdependencies between projects and defining future requirements for systems and tools to meet anticipated demands. Develop and strengthen relationships with senior internal leaders and external partners, collaborating across teams to ensure alignment, productivity, and governance. Act independently to determine methods and procedures on new or special assignments, mentoring and developing others in their areas of expertise. Work on complex issues where the analysis of situations or data requires an in-depth evaluation of obscure or variable factors. Create multi-platform and multidisciplinary content that effectively engages specialized audiences on strategic topics. Uphold the quality of your domain and inspire others to achieve new levels of excellence.