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Support Expert Team Lead

Job Description

Support Expert - Team Lead Job Description

Certify’s Customer Happiness department is looking to add a Support Team Lead in our Portland, ME Headquarters. This position will be responsible for assisting with day-to-day operations of the Support Team. A Support Team Lead will enjoy working closely with both end-users and Support team members. They must be able to learn new technology quickly and have a natural desire to problem solve. If you enjoy helping others and working in a team environment than this is the job for you!


  • Ensure that all support requests are answered in a timely and knowledgeable manner by providing daily direction and communication to team members
  • Administer department schedule to ensure adequate coverage for all brands
  • Act as the primary escalation point for our Tier 1 Support Team
  • Assist with hiring and training all new team members
  • Monitor and track Tier 1 ticket progress using Zendesk
  • Respond to overflow for incoming support phone calls, emails, and live chat dealing with how-to and technical issues
  • Provide regular feedback to team members regarding performance and progress
  • Learn as many aspects of the Certify products as possible and become a product expert for all new features
  • Maintain a high-quality work environment so team members are motivated to perform at their highest level
  • Assist manager in establishing procedures and documentation to help scale a growing team
  • Communicate with our Development Team to help resolve technical issues and product defects
  • Work closely with other teams including Account Managers and Implementation Coaches to give clients Certify’s CPR Service
Skills & Requirements

Required Skills/Qualifications:

  • 3-5 years technical support experience or related
  • 1-3 years management or lead experience
  • Associate or Bachelor’s degree preferred
  • Strong PC skills including Windows 10 & MS Office
  • Experience with Zendesk or other CRM software a plus!
  • Excellent verbal and written communication skills
  • Must be a team-player with a positive attitude
  • Eagerness to learn something new every day
  • Required hours are Monday - Friday from 8:00 AM to 5:00 PM