Key Responsibilities - Lead & mentor a team of technical support engineers - Handle escalated tickets & resolve complex technical issues - Ensure SLA compliance & maintain high CSAT/NPS scores - Monitor ticket queues, assign tasks & balance workload - Conduct training, performance reviews & coaching - Collaborate with dev, QA, product teams for bug fixes & improvements - Generate reports, track KPIs & identify process bottlenecks - Keep documentation (knowledge base, SOPs) up-to-date Skills - Strong technical troubleshooting (OS, hardware, software, networking) - Leadership, team management & motivation - Excellent communication (English + local language) - Problem-solving, analytical thinking & pressure handling - Experience with ticketing tools (Zendesk, Freshdesk, JIRA, etc.) - Basic scripting / automation (optional plus) Requirements - Bachelor's degree in CS, IT, Engineering or related field - 3-5+ years technical support experience (at least 1-2 years supervisory) - Certifications like CCNA, CompTIA A+, ITIL helpful (not mandatory)
Job Type: Full-time
Pay: ?18,565.75 - ?42,149.27 per month
Work Location: In person
MNCJobsIndia.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.