Technical Support Lead

Technical Support Lead FLSA: Exempt/Salary
Job Summary:
The Technical Team Lead is a hand's on leader working closely with the technical support team, motivating, and coaching them. They make sure correct procedures are followed and routinely give directions to the technical support analyst on troubleshooting procedures. They are considered the resident expert on PAX products and procedures. This role also serves as an escalation point dealing with customer concerns and complex issues.

Supervisory Responsibilities:

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  None

Duties/Responsibilities:

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  Provides resolution for escalated service tickets.?

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  Serve as a conduit between the analyst and upper management.

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  Ongoing coaching and development of the team by call listening and providing feedback.?

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  Works with clients to evaluate and solve technical problems.??

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  Evaluates user needs to analyze, recommend, and implement changes.??

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  Configures and supports?Broad POS?&?PAXStore?changes within their scope of support.??

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  Develop and maintain knowledge of all systems, applications, and security.??

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  Update knowledge base as approved by management.

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  Monitor and respond to emails and the site chat as well as training others on this function.?

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  Answer calls on RMA issues by troubleshooting the devices and escalating tickets to the technicians for repairs.?

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  Recommends upgrades, repairs, new applications, and equipment testing with management approval.??

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  Assist in the training of new analyst as well as discovering training needs of tenured analyst and provide coaching.

Required Skills/Abilities:

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  Proficiency in English?with excellent?oral and written?communication skills.

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  Customer focused with strong professional customer service skills.??

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  Must be resourceful and able to take initiative in a dynamic environment.?

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  Ability to?troubleshoot technical problems effectively and efficiently.??

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  Advanced knowledge of computer and server hardware.??

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  Advanced knowledge with all PAX products including PAXStore/BROADPOS, UAT process, Integration, RMA procedures, and QA procedures.

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  Highly motivated, detailed oriented, self-driven and reliable. ?

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  Ability to be an active listener with strong interpersonal skills.

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  Ability to motivate and inspire team members.

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  Excellent Leadership skills.

Education and Experience:

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  Bachelor's Degree in Computer Services preferred.??

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  At least 3 years of experience in a Tier 2 role.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit .

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.