Technical Support Team Leader Ukraine

Job Description

Our client is a leading WordPress page builder plugin. They are looking for Technical Support Team Leaders. These are full-time, home office based positions providing technical support via chat or email in English.

You will be the direct manager for a team of mixed-skills support agents. As a team leader, you will be responsible to manage and mentor your team, in order to deliver exceptional support to customers, through tickets, email, and chat in English.

You will be expected to lead by example, organize work, build reports, handle escalations, and help with the training of new team members.

You will collaborate with your regional peers, and shift managers, to ensure a continuous customer support service, and will take part in the definition and implementation of new work procedures and tools.

Requirements

At least 3 years in a Technical Support role, and 2 years as a team leader

Experience with WordPress

Knowledge of HTML and CSS

Troubleshooting and technical issue analysis

Experience with web servers and web infrastructure

Knowledge of cloud services and hosting

Familiarity with networking and system

Familiarity with web debug and development tools

A leader, mentor and people manager

A problem solver

Ability to fluently communicate complex technical ideas in English, in writing

Ability to break down and guide through a technical process

Ability to work under pressure

Transparency, accountability and ability to work independently

Nice to have :

Knowledge JavaScript, PHP, and other coding languages

Knowledge of web applications

WordPress plugin development

Background working in a B2C company