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
