.At Bloq.It, we've created the world's leading smart locker solution. Solving online deliveries by enabling everyone to participate easily, reducing delivery costs and making them more sustainable. We're quickly expanding, and after growing at 1000% for three years in a row, we're now the fastest-growing Smart Locker company in the world and one of the fastest growing scale-ups in Europe. We're now looking for a new #bloqstar to join us as a Technical Support Team Lead. We're looking for someone who has experience working with edge computing or IoT hardware, and is passionate about providing top-notch technical support and leading teams to succeed. We will empower you to be the first line of defense in resolving technical issues and ensuring our customers have the best experience possible with our smart locker systems. What will be your responsibilities Lead and manage a global team of live support agents, ensuring they provide high-quality support to field technicians located in different regions; Implement real-time communications tools to work across regions; Perform performance reviews and manage day-to-day activities of the Live Support team; Lead training sessions and serve as the primary resource for live supporting agents; Provide constructive feedback to Maintenance and Deployment teams based on support insights; Conduct interviews for new candidates and roles on an ongoing basis; Configure tools and systems to optimize support workflows and guarantee partners SLA compliance; Document technical issues and solutions in the internal knowledge base system; Continuously provide feedback and improve internal processes with focus in efficiency and service quality; Implement or improve workflows and guidelines, implement best practices and solutions in the internal knowledge base system; Ensure the well-beingof our Bloqstar Support team! What are the requirements to join us in this position Proven experience in technical and/or maintenance/field support with computer hardware, IoT devices, electronics, Networks and Operating Systems; Great critical thinking & problem-solving skills to tackle complex support issues and implement solutions; Proficiency with various support platforms, ticketing systems, service management and asset management tools; Customer service skills and patience to handle diverse technical knowledge levels; Keen eye for inefficiencies, drive to contribute to process improvements and implement best practices; Fluent in English, with Portuguese as an advantage. Helping to bridge the gap between technical speak and user-friendly explanations; Familiarity with Linux systems and the command line (CLI), a plus for troubleshooting and advanced configurations
