Sr. Technical Support Lead
Remote
Full-Time
JPC - 20337
Solugenix is looking for a Sr. Technical Support Lead. This is a full-time opportunity and remote.
As a Lead, you will be responsible for supervising, managing and motivating team members daily. As a team leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. This may involve retraining staff members as needed or creating development plans for each individual team member.
Qualifications:
- 3-5 years' work experience in the role & in the field.
Responsibilities:
The essential duties and responsibilities can include the following but are not limited to:
- Ensures compliance guidelines are met when documenting all activities within customer database for self and team.
- Complies with applicable laws, regulations, standards, policies and procedures.
- Keep track of customer inquiries, complaints, and issues within the intake system.
- Maintains quality service by establishing and enforcing organization standards for self and team.
- Interface with internal/external customers regarding general product issues.
- Identify areas of concerns and ability for development.
- Contributes to team effort by accomplishing related results, training/knowledge transfer to new team members.
- Ability to troubleshoot, diagnose and resolve software, hardware, and other network and system problems.
- Working closely with other internal/external departments to ensure product knowledge transfer of new/trending issues.
- Communicate/Collaborate with client Field Service Teams/R&D/Customer Support/Sales/Marketing/etc.
- Work with customer contact and customer IT contact to get site ready for installation.
- Schedule and assist with hardware installation remotely.
- Maintaining/Updating internal documents related to processes.
- Track daily interactions within Internal SharePoint site.
- Maintain/Update Install Tracker.
- Address/Have performance discussions with team.
- Attend/Participate in leadership meetings.
Pay Range for CA, CO, IL, NJ, NY, WA, and DC: $26/hour to $26/hour. Starting rate of pay offered may vary depending on factors including but not limited to, position offered, location, education, training, and/or experience.
Solugenix will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act and Ordinance. Applicants do not need to disclose their criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if we are concerned about conviction that is directly related to the job, applicants will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.
About Solugenix
Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance-providing clients with reliability and a strong competitive edge.
Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business-it means having a dedicated ally focused on your success in today's fast-evolving digital world.
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