Welcome to Lexmark International! We are a leading global provider of software and hardware solutions for businesses of all sizes. We are currently seeking a highly motivated and experienced Global Software/Firmware Support Lead to join our team. As the Support Lead, you will play a critical role in providing technical support and guidance to our customers and internal teams across the globe. This is an exciting opportunity for someone who is passionate about software and firmware support, and has a strong desire to lead and mentor a team. If you have a proven track record of success in software/firmware support and possess strong leadership skills, we want to hear from you!
Provide technical support to customers and internal teams across the globe.
Lead and mentor a team of software and firmware support specialists.
Monitor and track support requests, ensuring timely and effective resolution.
Develop and implement strategies to improve customer satisfaction and support efficiency.
Stay up-to-date with industry trends and advancements in software and firmware support.
Collaborate with cross-functional teams to identify and resolve complex technical issues.
Conduct regular training and development sessions for the support team.
Create and maintain documentation for support processes and procedures.
Act as a liaison between customers and other internal departments, such as product development and sales.
Identify and implement opportunities for process improvement and standardization.
Prioritize and delegate tasks within the support team to ensure timely resolution of issues.
Participate in on-call rotation to provide 24/7 support to customers.
Monitor and analyze support metrics to identify areas for improvement and make data-driven decisions.
Communicate effectively with customers and internal teams to provide updates on support requests.
Uphold company policies and procedures while providing exceptional customer service.
Where is this job?
This job opening is listed as 100% remote
Job Qualifications
Extensive Technical Knowledge: A Global Software/Firmware Support Lead At Lexmark International Should Possess Extensive Technical Knowledge And Experience In Software And Firmware Development, Troubleshooting, And Support. This Includes A Strong Understanding Of Programming Languages, Operating Systems, And Software Development Tools.
Leadership Skills: As A Leader In The Global Support Team, The Candidate Should Have Strong Communication And Interpersonal Skills To Effectively Manage A Diverse Team Of Software And Firmware Support Engineers. They Should Also Have Experience In Mentoring And Coaching Team Members To Improve Their Skills And Performance.
Global Support Experience: The Ideal Candidate Should Have Experience In Providing Global Support For Software And Firmware Products. This Includes Knowledge Of International Markets, Cultures, And Languages To Effectively Support Customers From Different Regions.
Problem-Solving Abilities: The Global Software/Firmware Support Lead Should Have Strong Problem-Solving Abilities To Quickly Identify And Resolve Technical Issues Reported By Customers. They Should Be Able To Analyze Complex Problems And Provide Innovative Solutions In A Timely Manner.
Customer Focus: A Key Requirement For This Position Is A Strong Customer Focus. The Candidate Should Have A Deep Understanding Of Customer Needs And Be Able To Provide Excellent Customer Service. They Should Also Have Experience In Managing Customer Escalations And Ensuring Timely Resolution Of Issues.
Required Skills
Software Development
Quality Assurance
Project Management
Troubleshooting
Communication
Multitasking
Customer Service
Team Leadership
Problem-Solving
Time
Technical Expertise
Firmware Engineering
Soft Skills
Communication
Emotional Intelligence
Leadership
Time Management
Interpersonal Skills
Creativity
Critical Thinking
Teamwork
Adaptability
Problem-Solving
