Technical Support Coach
Job Summary
We are looking for an experienced Technical Support & Training Specialist to help improve the technical skills and performance of customer support teams. This person will provide coaching, assist with complex technical issues, develop training materials, and identify ways to improve support processes and customer satisfaction.
The ideal candidate has a background in a technology-driven or financial services company, with experience in technical troubleshooting, employee coaching, and performance improvement. Familiarity with AI tools, automation, and basic scripting is an advantage.
Key Responsibilities
Coach and mentor technical support agents to improve troubleshooting skills, service quality, and customer satisfaction.
Provide guidance on complex technical issues and help reduce escalations.
Conduct individual and group coaching sessions, technical reviews, and knowledge-sharing activities.
Identify skills gaps and develop training materials, guides, and learning sessions.
Monitor team performance metrics, including resolution rates, handling time, and customer satisfaction.
Collaborate with technical support, product, and engineering teams to resolve recurring issues and improve documentation.
Explore and promote the use of AI tools and automation to improve support efficiency.
Use basic SQL, Python, or other scripting tools to support troubleshooting and process improvement.
Assist with onboarding, ongoing training, and the development of technical support personnel.
Qualifications
Bachelor's degree in IT, Computer Science, Business, or a related field; equivalent experience may be considered.
At least 2 years of experience in technical support, application support, software support, or a similar role.
Experience in coaching, mentoring, training, or developing technical support teams.
Background in an IT company, software/SaaS organization, fintech, banking, or financial services company is strongly preferred.
Experience troubleshooting complex software, application, system configuration, or integration issues.
Familiarity with support ticketing systems, CRM platforms, and performance metrics.
Basic knowledge of SQL, Python, scripting, or automation tools is an advantage.
Exposure to AI tools or AI-assisted support solutions is preferred.
Strong communication, analytical, problem-solving, and interpersonal skills.
Preferred Experience
Experience in a customer support environment with measurable performance targets.
Familiarity with knowledge management systems and technical documentation.
Experience implementing process improvements or automation initiatives.
Experience supporting enterprise software, ERP, accounting systems, or other business applications.
Work Setup
Hybrid work arrangement.
Fast-paced, customer-focused environment.
Occasional overtime may be required during critical business periods.