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Lead Technical Support Specialist
4 hours ago
Motive's goal is to create a diverse and inclusive workplace where everyone feels valued and empowered. We are an equal opportunity employer and welcome people from different backgrounds, experiences, abilities, and perspectives.
About the Job:The Lead Technical Support Engineer will play a crucial role in driving continuous improvement in the technical support process. This includes identifying and analyzing trends in customer issues, creating and implementing new support processes and procedures, and working closely with the Technical Lead to ensure that technical support is aligned with the company's overall strategy and goals.
The successful candidate will have a deep understanding of the product, be able to analyze and diagnose complex issues, and provide solutions that minimize user disruption.
Responsibilities:- Work closely with cross-department teams to identify and address technical issues affecting customers.
- Responsible for creating and maintaining technical documentation for internal and external use.
- Participate in on-call support rotations to provide 24/7 support to incoming escalations during business hours and after hours.
- Identify opportunities for process improvement and drive changes to improve the efficiency and effectiveness of technical support.
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