[Hiring] Senior Team Captain, Tech Support @Boldr

Role Description

As the Senior Team Captain, Tech Support you are responsible for the day-to-day management of your team. You will serve as a point of escalation for issues outside the authority of an agent, as well as coordinate with clients from time to time. You will ensure the smooth functioning of technical operations, monitor and evaluate staff progress, assist with training and recruitment, set goals, and ensure overall client satisfaction. You will work with software or engineering teams.

Qualifications

• A bachelor's degree in computer information systems, management information systems, or similar.
• A master's degree in technology management or business management would be advantageous.
• Extensive experience in technical management, preferably in a related industry.
• Excellent technical, diagnostic, and troubleshooting skills.
• Strong leadership and organizational abilities.
• Willingness to build professional relationships with staff and clients.
• Excellent communication, motivational, and interpersonal skills.
• Desire to teach new customers about the platform.
• Ability to answer product and technical questions.
• Comfort working independently, given time zone differences.
• Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and JavaScript.
• Experience with JIRA or Zendesk.
• Experience in a B2B technical support role at a SaaS company.
• Experience with email, push, or SMS platforms.
• Ability to manage Tech support teams, as well as hire and train new tech staff.
• Ability to diagnose faults, oversee CIS user-testing, and implement required changes.
• Ensuring optimal hardware and software functionality, as well as network security.

Requirements

• Identify growth and development opportunities for team members to enable career progression and self-development.
• Monitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals.
• Help in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be.
• Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases.
• Ensure that team members are properly trained and working consistently to meet client needs.
• Ensure that the team meets company and client-specific KPI targets through product/service training.
• Perform analyses on CIS efficiency and integration.
• Report to management on CIS development, implementation, and progress.
• Collaborate with development teams and departments, as well as incorporate user feedback.
• Ensure CIS innovation and implementation.
• Oversee CIS user-testing and adjustments.
• Ensure that products and services are delivered on time and within budget.
• Manage software and hardware installations and upgrades.
• Maintain computer network infrastructure and ensure network security.
• Hire and train new Tech staff.

Benefits

• Impact-driven work environment.
• Opportunities for personal and professional growth.
• Supportive team culture.
• Engagement with diverse clients and projects.