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Technical Support Lead (Part-Time)
NTD Software
Posted on 7/20/2024
Description

We are seeking a Part-Time Technical Support Lead to join our dynamic team and ensure the seamless functioning of our digital tools, including our website, app, and integrated chatbot.

This role is perfect for a tech-savvy professional passionate about customer service and eager to work with cutting-edge technology for a leading platform dedicated to transforming property management and real estate operations through innovative technology solutions.

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Requirements
  • Proven experience in a technical support or lead role, preferably within a tech company.
  • Experience working with chatbot tools, specifically tawk.to.
  • Knowledge of GitHub for version control and collaboration.
  • Excellent problem-solving skills and the ability to troubleshoot technical issues efficiently.
  • Strong communication skills with the ability to explain technical concepts to non-technical users.
  • Ability to work independently and manage time effectively.
  • Availability to work part-time hours, including potential evenings and weekends as needed.
  • Familiarity with property management or real estate technology is a bonus.


Responsibilities:
  • Lead the technical support area, providing guidance and oversight to ensure high-quality customer service.
  • Manage and resolve technical support inquiries from users of our website
  • Utilize and manage our chatbot tool, to assist users and streamline support processes.
  • Collaborate with the development team on GitHub to report bugs, suggest improvements, and implement fixes.
  • Conduct regular system checks and maintenance to ensure the optimal performance of our tech stack, primarily ReactJS.
  • Develop and update technical support documentation, including FAQs and troubleshooting guides.
  • Train and mentor junior support staff, fostering a supportive and knowledgeable team environment.
  • Monitor and analyze support metrics to identify trends and areas for improvement.
  • Provide feedback to the product development team based on user experiences and technical challenges encountered.


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