Overview Wesley Clover International is on the lookout for a seasoned Lead Technical Support Specialist to oversee our Support team's daily operations. This pivotal role requires an individual who can tackle intricate technical challenges while ensuring that our partners and customers enjoy unparalleled service. Your blend of extensive technical expertise—especially in two-way radio systems, Motorola radio programming, and computer networking—coupled with exceptional leadership and communication skills, will be key to your success.
Responsibilities - **Team Leadership & Escalation Management:** Direct the daily functions of the Technical Support team, ensuring optimal distribution of tasks and prompt responses to inquiries. Act as the main escalation point for intricate technical challenges related to radios, VMS, access control, networking, and software implementation. Mentor and train support team members to enhance their technical and interpersonal abilities. - **User Support and Troubleshooting:** Address user inquiries for technical support via various channels including phone, email, and ticketing systems.
Diagnose and rectify issues involving software, hardware, radio, and network aspects that impact Teldio applications and supported systems. Provide step-by-step troubleshooting guidance and articulate solutions for both technical and non-technical users. Test environments to recreate issues and determine root causes. - **Advanced Troubleshooting & Customer Support:** Tackle the most complex technical issues within radio networks, Motorola MOTOTRBO programming, IP networking, Linux systems, and integrated security solutions.
Collaborate directly with partners and customers to facilitate intricate deployments and configurations, ensuring seamless issue resolution. Clearly communicate solutions to diverse audiences, maintaining clarity and confidence. - **Documentation, Process Improvement & Cross-Functional Collaboration:** Identify patterns in recurring issues and recommend enhancements to products, support workflows, and best practices for deployment. Work in tandem with Engineering, QA, Sales, and Operations teams to share insights from the field, monitor escalated issues, and support initiatives across departments.
Contribute to efforts aimed at improving response times, product reliability, and the overall customer experience.
Requirements - Bachelor’s Degree in Computer Science. - At least 2 years of experience in technical support focused on radio communications systems. - Strong preference for experience with Motorola MOTOTRBO systems. - Proven track record in leading technical support teams of at least three members. - Expertise in troubleshooting and resolving complex technical issues.
Monday to Friday, 9 AM – 5 PM (full-time)
Submit your application directly to Wesley Clover International.
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