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Technical Support Lead
2 weeks ago
**Title**: Technical Support Lead
**Company**: Insignia Software
**Positions**: 1
**Job type**: Permanent, In office
**Hours**: 8-5pm, M-F
**Languages required**: English
**About the position**:
**Who we are**:
We are a team on a mission to simplify and streamline the work that our educators and librarians do to make knowledge accessible to everyone. Specializing in Library Automation Systems and other education-industry software, we strive to develop and distribute easy to use software solutions that empower the future of our schools and libraries. Insignia’s customers range from K-12 school districts and public libraries to academic and special libraries who use our ILS to manage their operations.
**Description**:
Insignia Software is seeking a Technical Support Lead to direct our Customer Care Team on technical issues. We are looking for a technically diverse, energetic, strategic thinking professional with a strong technical and leadership background. The Technical Support Lead is responsible for resolving technical issues and documenting technical protocols. The individual focuses on implementing the necessary tools to provide unsurpassed technical support and problem solving.
**Responsibilities**:
- Resolve highly technical customer issues.
- Develop action plans to address areas of concern and patterns identified in customer cases.
- Review product support cases to ensure a high standard and clarity in escalation to developers.
- Ensure there is proper documentation for every technical process.
- Responsible for ensuring internal staff are properly trained to support products.
- Responsible for delivering technical training material.
- Demonstrate strong follow-through and consistently keep commitments to customers and senior management.
- Product enhancement recommendations to improve the product.
- Responsible for quality control/bug testing of new releases.
- Support product development through research and documentation.
- May be required to address critical issues outside of business hours.
- May be required to travel for training, conferences or onsite visits to customers.
**Qualifications**:
- Bachelor’s degree in IT, Computer Science or related. Master’s degree is an asset.
- Must be highly technically proficient in various computer languages and processes.
- Must be highly trustable, as the position deals largely with propriety information and sensitive data.
- 3 years in progressively responsible leadership roles.
- Excellent technical writing skills.
- Very knowledgeable on all Microsoft Office products.
- Leadership/teaching/training experience is highly preferred.
- 5-7 years’ experience in software support preferred.
**Salary**: $75,000-$90,000 per year as well as annual bonus based on performance
**Job Types**: Full-time, Permanent
Pay: $75,000.00-$90,000.00 per year
**Benefits**:
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Supplemental pay types:
- Bonus pay
**Education**:
- Bachelor's Degree (required)
**Experience**:
- Technical support: 5 years (preferred)
- Leadership: 3 years (preferred)
Work Location: In person
