Job Description

The Technical Support Team Leader will be responsible for supervising and guiding a team of technical support engineers/executives to ensure efficient resolution of customer issues. The role requires strong technical knowledge, leadership skills, and a focus on maintaining high levels of customer satisfaction and team performance.

Key Responsibilities:

Lead, mentor, and supervise a team of technical support representatives. Monitor daily operations to ensure timely resolution of customer queries, incidents, and service requests. Provide hands-on technical support for complex or escalated issues. Develop team performance metrics (SLAs, CSAT, FCR) and ensure targets are met. Conduct regular training sessions to enhance product and troubleshooting knowledge. Manage shift schedules, workload distribution, and escalation procedures. Collaborate with other departments (Engineering, QA, Product, etc.) to address recurring technical issues. Prepare regular performance and incident reports for management. Maintain documentation for processes, FAQs, and knowledge base articles. Identify process improvement opportunities to increase efficiency and service quality. Required Skills & Qualifications: Bachelor's degree in Computer Science, Information Technology, or related field. 3-5 years of experience in technical support, with at least 1-2 years in a leadership/supervisory role. Strong understanding of IT systems, networks, and troubleshooting tools. Excellent problem-solving, analytical, and communication skills. Proven ability to manage team performance and motivate staff. Experience with helpdesk/ticketing systems (e.g., Zendesk, Jira, Freshdesk). Ability to handle high-pressure situations and multiple priorities.

Preferred Qualifications:

ITIL certification or equivalent knowledge. Experience in supporting SaaS or enterprise software environments. Knowledge of CRM systems, APIs, or cloud technologies.

Key Performance Indicators (KPIs):

SLA adherence rate Customer satisfaction (CSAT/NPS) First call resolution rate Ticket backlog and response time Team productivity and attrition rate
Job Type: Full-time

Pay: ?15,000.00 - ?24,000.00 per year

Work Location: In person