Role Summary
Oversee the daily operations of the Technical Support Center while fostering agent growth and development. This role focuses on technical excellence, team collaboration, and high-quality customer service within a global medical technology environment.
Job Description
The Team Lead for the Technical Support Center oversees daily operations to ensure effective customer issue resolution. Key duties include managing agent performance, facilitating coaching sessions, and driving technical excellence. You will collaborate across departments to meet KPIs, manage workflow adherence, and maintain team morale. This role requires a balance of technical expertise in SQL and Windows environments with strong leadership skills to foster a high-performing, customer-centric support team.
Job Requirements
Bachelor's degree in Computer Science or 5+ years of equivalent technical experience.
Minimum 4 years of experience with Microsoft SQL and database management.
Proficiency in Windows Server (2008+), Desktop Administration (Win7+), and Active Directory.
Skilled in Networking topology, IIS, VMWare, and Web Application Administration.
Experience in installing peripherals and troubleshooting complex software applications.
Strong ability to explain technical concepts and solutions to non-technical users.
CompTIA A+ or N+ certifications are highly preferred.
Proven leadership experience in agent coaching and managing performance KPIs.
Quick Info
Company
—
Location
Kuala Lumpur
Salary
Undisclosed
Skills Required
12 skills
Click to submit your application
Required Skills
Team Leadership
Technical Support
SQL
Windows Server
Active Directory
Networking
IIS
Vmware
Customer Service
Coaching
KPI Management
Troubleshooting
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