At Luminator Technology Group, we’re driving innovation in public transportation through intelligent systems that enhance passenger experience and operational efficiency. Our solutions span hardware, software, and data management, serving transit agencies worldwide. We’re looking for a dynamic leader to guide our Technical Customer Support team and elevate our service excellence.
As Team Leader –Technical Customer Support, you’ll oversee a skilled team responsible for post-sales technical assistance, customer data management, and product configuration. You’ll ensure smooth operations, high-quality support delivery, and continuous improvement across all customer touch points.
Your Responsibilities
* Lead and mentor the Technical Customer Support team, fostering a culture of excellence and accountability.
* Act as an escalation point for complex technical issues and customer inquiries.
* Oversee support operations across phone, email, portal, and SLA-based channels.
* Ensure timely and effective resolution of software and hardware issues related to Luminator products.
* Manage and optimize the Support Desk using ticketing system.
* Review and enhance customer service documentation and knowledge base.
* Coordinate consistent product configuration for customer orders.
* Supervise remote support sessions via TeamViewer.
* Collaborate cross-functionally with Product, Engineering, and Sales teams to align support strategies.
* Drive process improvements, team performance metrics, and customer satisfaction initiatives.
* Provide training and guidance on BAT file scripting, system tools, and support protocols.
Your Profile
* Proven experience in technical customer support.
* Strong background in IT infrastructure, Windows/Linux OS, and CRM/ticketing systems.
* Demonstrated leadership in managing multilingual support teams.
* Expertise in customer data management and configuration workflows.
* Proficiency in MS Office and Windows batch scripting (BAT files).
* Excellent communication, problem-solving, and organizational skills.
* Self-driven, with a passion for team development and operational excellence.