564
Registration number: 40203487799
- Details
- Highlights
- Company
IoT Technical Support Team Lead
The IoT Technical Support Team Lead is responsible for overseeing a team of technical support specialists to deliver exceptional technical customer support. This role ensures high-quality incident management, effective escalation handling, performance monitoring, and the optimization of processes to enhance overall customer support. The position requires a combination of technical expertise, leadership and customer service skill.
Key Responsibilities:
- Act as the escalation point for high-severity customer incidents, coordinating the troubleshooting process and resources to ensure timely resolution and effective incident management.
- Troubleshoot and resolve customer and network incidents maintaining accurate and timely updates to customers and vendors.
- Conduct root cause analysis for incidents, identifying trends or recurring issues, and document preventive measures.
- Lead and mentor IoT Technical Support Specialists, offering guidance on troubleshooting techniques and incident management best practices. Responsible for the support team to follow internal processes.
- Collaborate with management to analyze performance metrics and recommend improvements to enhance service quality and operational efficiency.
- Develop and update troubleshooting guides, FAQs, while generating reports on team performance and customer issues for senior management.
- Monitor service performance to detect service degradation. Supervise alarm management, ensuring detailed analysis and timely responses to alarms.
- Conduct closed incident reviews to ensure adherence to troubleshooting standards, response quality, and proper resolution, while leading network incident reviews to document root causes, assess impact, and evaluate team performance.
This role is meant for you if you have:
- Basic knowledge of telecommunications, including mobile network services, network elements, technologies, and signaling protocols.
- Familiarity with ITIL principles and frameworks.
- Experience with diagnostic tools (Osix, Wireshark) and familiarity with basic troubleshooting methods for mobile connectivity.
- Strong customer service, communication, and interpersonal skills, with the ability to manage diverse customer needs.
- Excellent verbal and written proficiency in English.
- General understanding of performance metrics such as NPS, CSAT, and KPIs.
- Flexibility to adapt to changing technologies, processes, and team dynamics, while maintaining focus on team goals and objectives.
- Experience in a team lead, shift lead, or supervisory role within a technical support environment , including coaching and mentoring team members will be considered an advantage.
What We Offer
- A collaborative and supportive work environment;
- Opportunities for professional growth and development;
- Salary starting from 1900 euro (Gross) depending on experience;
- Remote (Allianz) Premium health insurance;
- Flexible hybrid work schedule;
- Other benefits such as modern office in freshly built office building, free parking lot, daily fresh fruits in the office, monthly telecom allowance and exciting team building activities.
€
1900
Additional information: • Salary starting from 1900 euro (Gross) – depending on experience;
Location
- Rīga, Latvia
- Remote work opportunity
Time of work
- Full-time
- Flexible schedule
Contact person
Remote Latvia SIA
Remote Latvia SIA
The Tele2 IoT Latvia team is an integral part of the Tele2 Sweden B2B IoT organization, serving customers worldwide. Based in Riga, Latvia, our team collaborates across several key departments including project management, product management, customer operations, sales, data excellence, and process management. Our dedicated professionals play an active role in international projects, driving innovation and contributing to cutting-edge technologies on a global scale.Our operations in Latvia are run in partnership with Remote, a global employer of record, ensuring smooth collaboration across borders.
Registration number: 40203487799
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