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Technical Support Team Lead in Petaling Jaya at Kofax

Date Posted: 3/28/2018

Job Snapshot

  • Employee Type:
  • Location:
    Petaling Jaya
  • Job Type:
  • Experience:
    At least 2 year(s)
  • Date Posted:

Job Description

Job Purpose:

The Technical Support Team Lead is responsible for managing multi-level, complex relationships between employees, partners, and customers, as well as maintaining a high level of technical and industry knowledge. Acts as an escalation point for customers or partners to the technical staff and other corporate resources especially Product Development and Consulting Services.

Key Responsibilities:
  • Schedule and manage resources to deliver responsive customer service.
  • Implement issue handling processes, procedures and best practices, resulting world-class response, resolution, and closure times.
  • Implement metrics for team performance, including case management, workload, and customer satisfaction.
  • Works toward objectives established by upper levels of management.
  • Responds to customer service inquiries regarding company products, features and/or services.
  • Elevates Critical On Demand requests for Development Resources to Executive Management adhering to documented protocol.
  • Tracks and updates Critical On Demand requests as documented.
  • Provides multiple levels of escalated support based on the complexity of the technical issue.
  • Manage recruiting process from identification through hiring.
  • Continually train staff to support the business, including new product releases and staff development.
  • Schedule and conduct conference calls with customers as needed. 


Required Experience
  • A bachelor's degree in computer science, computer information systems or related experience.
  • A minimum of 2 years’ managerial experience leading a technical support team.
  • A minimum of 5+ years providing enterprise level technical support experience.
  • Ability to manage a small to medium group of highly skilled technical support engineers.
  • Result-oriented with strong problem-solving skills.
  • Strong written and verbal skills in the language of support for this position.
  • Must have exceptional organizational, time management, analytical and multi-tasking skills.

Kofax, Inc. is an Equal Opportunity Employer, M/F/D/V

Job Requirements