Job Description
Description Responsibilities
- Lead and support a team of Senior Technical Support Analysts and Field Technicians to deliver high levels of service excellence.
- Supervise and coordinate the activities of Field Technicians ensuring timely responses to onsite support needs and efficient issue resolution.
- Provide handson technical support for all Blackline Products and Services assisting in troubleshooting and problem resolution.
- Act as a point of escalation for complex technical issues working closely with internal teams to achieve prompt resolutions.
- Provide coaching mentoring and guidance to team members to foster their growth and development.
- A review of service level targets for case management to ensure customer satisfaction and escalation are being assigned.
- Provide customers both internal and external with clear guidance on technical support and Field Support procedures and best practices.
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