Support Lead

Full-Time
Pune, India
Posted 1 month ago

Role: Support lead
Experience: 5+years
Location: Pune M.H
No of positions: 01
Qualification: Bachelor’s degree in computer science or a related field

Responsibilities:

  • Oversee the day-to-day operations of the Technical Support Team
  • Act as a senior agent who will drive customer satisfaction through customer support
  • Provide direct supervision of the technical support staff which may include: recruitment,
  • evaluations, and disciplinary actions
  • Act as a mentor and provide oversight, coaching, and training to technical support staff
  • Be the point of contact when it comes to technical escalations
  • Record and track team SLAs and workflows
  • Clearly communicate escalated issues to Tier 3 and product managers as needed
  • On-board all new technical support team members
  • Assist in the creation of the team KPIs as well as monitor and report on results
  • Be actively involved with the operational delivery and UAT if required for new product and
  • feature releases
  • Monitor team performance and report on metrics
  • Ensure that all customer inquiries and issues are solved correctly and in a prompt and
  • professional manner
  • Work to create any relevant support material for the team
  • Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
  • Implement any necessary preventive measures to reduce customer faults and issues
  • Review all technical support related processes and documentation for continuous
    improvement
  • Assist in the creation and implementation of customer self-service material and tools
  • Evaluate and analyze Support portal (Zoho Desk) case trends to prevent future issues
  • Proven people management and leadership skills
  • Strong problem solving and communication skills
  • Love being the first line of support and troubleshooting issues
  • Strong analytical skills to investigate and resolve customer support tickets
  • Able to multi-task efficiently under time pressure
  • Able to work with cutting edge technology and assimilate information rapidly
  • Previous experience in managing customer focused teams
  • Proven experience in managing a service and support focused team culture
  • Associates or Bachelor degree in Information Technology or a related field preferred
  • Five Years plus experience in a Technical Support role

Job Features

Job CategoryLead

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