Essential Duties:
Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals.
Oversee the day-to-day operations of the Technical Support Team
Act as a senior agent who will drive customer satisfaction through customer support
Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.
Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer oriented services.
Working effectively with other teams implementing strategies to increase profitability, productivity and overall client experience.
Auditing customer accounts to ensure accuracy of information. Handling escalated issues from customers.
Level I & II support for inbound tickets, email, phone & remote based technical support for on-site and remote employees
Jira tech tickets resolution support & other duties as and when required
Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels
Dynamic, energetic, motivated, positive outlook Skilled in a computerized work environment utilizing Microsoft Office, specifically Word and Excel
Ability to work with minimal supervision
Team player with good interpersonal skills
Good understanding of Web & Mobile Applications, Cloud Technologies
Able to communicate with developers and handle bug fixes with priorities
Be the point of contact when it comes to technical escalations
Record and track team SLAs and workflows
Provide support where needed for both internal and external customers.
Monitor team performance and report on metrics
Minimum Qualifications:
Bachelor Degree or College Diploma in a relevant field preferred
5+ years of experience in a Technical Support role
Previous experience in a leadership or management role, preferably in the IT sector.
Experience
4 - 7 Years
No. of Openings
1
Education
Diploma, B.A, B.C.A, B.B.A, B.Sc, B.E, M.C.A, M.Com
Role
Tech Support Lead
Industry Type
IT-Hardware & Networking / IT-Software / Software Services
Gender
Male
Job Country
India
Type of Job
Full Time
Work Location Type
Work from Office