Technical Support Team Lead - Tier 2

- Advanced technical expertise in troubleshooting complex issues - Comprehensive understanding of business logic and solutions within the Locate platform - Proficiency in Back Office (BO) tools for diagnostics and data analysis - Ability to address issues at both device and global levels, affecting multiple users or high-priority accounts - Strong critical thinking and problem-solving skills for non-standard issues - Capability to create scripts and documentation for streamlining resolutions - Extensive knowledge in modifying packages, services, and configurations for customer needs - Experience in providing leadership, guidance, and training to Technical Support Specialists - Excellent communication skills for handling escalations and conveying diagnoses to customers - Experience collaborating with cross-functional teams and providing regular updates to the Customer Success team - Strong organizational skills to improve Tier 2 support processes and escalate cases appropriately - Proven experience supervising billing processes and liaising with finance to resolve discrepancies - Adaptability to changing priorities while effectively managing time and resources - Attention to detail in analyzing reports for irregularities and ensuring compliance - Continuous improvement mindset to review processes and suggest enhancements - Diploma in IT, Electronics, or Engineering - Knowledge of Spanish is a distinct advantage