Tech Support Lead

21North Europe Assistance

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

  B.A, B.B.A, B.C.A, B.E, B.Sc, Diploma, 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