Team Lead, Technical Support 210594

Job Description

Ellie Mae is the leading cloud-based platform provider for the mortgage finance industry. Ellie Mae’s technology solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality and efficiency. Visit ‪ EllieMae.com to learn more. The Team Lead, Technical Support monitors and supports the activities of a team of technical support professionals. The Team Lead monitors and acts accordingly when opportunities to adjust actions and behaviors warrant. In their role, the Team Lead collaborates and fosters collaboration to assure appropriate levels of customer engagement are maintained, and the overarching goals established for service delivery are met. By being informed, and informing the team manager, the Team Lead will help to guide situational response and decision making. In turn, the Team Lead will drive action and activities which support team goals as set forth by the manager.

Key Responsibilities

• 3+ years minimum experience in a customer-facing technical support, or equivalent roles.
• Strong working knowledge of operational best-practices which govern delivery of technical support.
• Possesses an understanding of, or can demonstrate the capacity for functional understanding of the concepts of case and problem management.
• Capable of leading and supervising teams cross-functionally toward tactical goals.
• Working knowledge of Technical Support or equivalent operational functions, procedures and quality of service measurement.
• Bachelor's degree in Business Administration or Computer Science preferred.

Preferred Qualifications

• A four-year degree, or equivalent certifications preferred.
• Demonstrated experience in project and/or program management preferred.

#LI-BF1 Ellie Mae is an equal opportunity and affirmative action employer. Women, minorities, people with disabilities, and veterans are encouraged to apply. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us. Apply for this job