Support Analyst Team Leader - fusionSpan

fusionSpan is a fast-growing multinational information technology services company based in the USA.  fusionSpan has won several awards including Best Places to Work, Inc 5000 fastest growing company in America. As a company, we focus on working on interesting technologies and helping our clients provide the best experience for their members.

This role is 100% on-site, in our Rockville, MD headquarters

As a Support Team Leader, you will play a pivotal role in leading and managing a team of Tier 1 and Tier 2 support professionals, ensuring the delivery of high-quality technical assistance and customer support for our software solutions. You will be responsible for guiding and mentoring your team members, optimizing support processes, and driving continuous improvement initiatives to enhance the overall effectiveness of our support operations. 

This role requires strong leadership skills, technical proficiency, and a passion for delivering exceptional customer service, including the ability to jump in and provide hands-on support across all systems when needed. 

Responsibilities: 

• Lead, coach, and mentor a team of Tier 1 and Tier 2 support professionals, fostering a collaborative and high-performance team culture. 
• Provide guidance and support to team members, helping them develop their technical skills, troubleshoot effectively, and deliver exceptional customer service. 
• Set clear performance expectations and KPIs for the support team, regularly monitoring performance and providing feedback to team members to drive continuous improvement. Conduct regular performance evaluations and goal-setting sessions with team members, recognizing achievements and addressing areas for development.
• Allocate resources effectively to ensure adequate coverage and support for customer inquiries and technical issues across Tier 1 and Tier 2 support levels. 
• Coordinate staffing schedules, vacations, and other time-off requests to maintain operational efficiency and meet service level agreements (SLAs). 
• Identify opportunities to streamline and optimize support processes, workflows, and tools to improve efficiency and enhance the customer support experience. 
• Collaborate with cross-functional teams, including product development and customer success, to implement process improvements and drive alignment with organizational goals. Escalation Serve as the point of escalation for complex technical issues or customer inquiries that cannot be resolved at the Tier 1 or Tier 2 support level. 
• Coordinate with internal teams and external vendors to ensure timely resolution of escalated issues and minimize impact on customers. 
• Develop and deliver training programs and materials to onboard new team members and provide ongoing professional development opportunities for existing staff. 
• Stay updated on industry trends, best practices, and new technologies to ensure the support team remains knowledgeable and effective in delivering technical assistance. 
• Demonstrate the ability to jump in and provide hands-on support across all systems when needed, ensuring seamless customer service delivery during peak times or complex issues. 

Requirements:

• Previous experience in a leadership role within a technical support environment, preferably managing Tier 1 and Tier 2 support teams. 
• Strong leadership skills with the ability to inspire, motivate, and empower team members to achieve their full potential. 
• Technical proficiency in software support and troubleshooting, with experience in CRM platforms such as Salesforce and association management systems like Fonteva. 
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and communicate technical concepts to non-technical stakeholders. 
• Proven track record of driving process improvements, optimizing workflows, and delivering results in a fast-paced and dynamic environment. 
• Salesforce Admin Certification or in progress to be completed by the start date.
• Bachelor’s degree in computer science, information technology, business administration, or a related field preferred but not required. 

About fusionSpan

fusionSpan is a fast-paced, high-energy global firm with a highly motivated team. This role will experience high work demands under tight timelines requiring a flexible and adaptable approach to daily priorities. We are open to qualified candidates worldwide even though our job opportunities are posted for a specific region.

Check out our Great Place to Work Certified Badge here.

Our Company Values:

• Trust: We believe trust is the foundation of success, and build it through unwavering integrity, transparency, and open communication. We deliver on promises, address challenges directly, and hold ourselves accountable to excellence in all interactions with clients, partners, and teammates.
• Innovation: We understand that excellence and innovation go hand-in-hand and are committed to developing forward-looking, creative solutions that meet our clients’ evolving needs and move the industry forward. We embrace change, celebrate creativity, and prioritize quality to create a new standard of performance.
• Community: We are a community-first organization committed to creating a culture of collaboration, inclusivity, and respect
  where each voice is heard and all contributions are valued. We prioritize responsible and sustainable practices on our path to positively impact those we serve.

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