Lead Technical Support Role

Join Platform Science as a Lead Technical Support Representative, where you'll play a pivotal role in supporting and mentoring your peers within our dynamic Technical Support team. This remote or hybrid position is ideal for those passionate about fostering teamwork, driving operational excellence, and contributing to the development of innovative IoT solutions in the transportation industry.

Job Overview

• Serve as the primary resource for walk-up support questions and real-time issue resolution.
• Monitor customer queue health to ensure efficient call handling and service level achievement.
• Document support trends to inform training and improve team performance.
• Provide supplemental training and mentorship to Technical Support Representatives.
• Collaborate closely with supervisors to coordinate service incidents and analyze call volume trends.

Key Responsibilities

• Offer ongoing availability for walk-up queries and peer guidance.
• Coach team members on productivity and queue management.
• Assist with service incident coordination and resolution.
• Document topics and trends for training development.
• Deliver supplemental product and process training as needed.
• Act as a peer leader, fostering teamwork and collaboration.
• Provide insights on call volume and workforce management.
• Adapt to additional tasks as assigned by supervisors.

Required Skills & Qualifications

• Minimum 1 year experience in Transportation Support.
• Excellent communication, interpersonal, and problem-solving abilities.
• Strong organizational and time management skills.
• Proven leadership and delegation capabilities.
• Experience in a fast-paced, results-oriented environment.
• Knowledge of call center metrics and service level agreements.
• Ability to inspire teamwork and lead by example.
• Previous team lead experience (preferred).
• Commitment to promoting a positive, close-knit team culture.
• Eligibility to work in specified US states.