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:
? Experience in supporting SaaS or enterprise software environments.
? Knowledge of CRM systems, APIs, or cloud technologies.
? Ability to handle a team is a must 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
Salary:
25-26 K per month
Job Types: Full-time, Permanent
Pay: Up to ?26,000.00 per month
Benefits:
Health insurance
Life insurance
Paid sick time
Provident Fund
Work Location: In person
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