2.0 - 15.0 years

0 Lacs

kochi, kerala

On-site

Job Description: As the Team Lead at our Kochi location, you will report directly to the Escalated Support Manager and play a crucial role in overseeing and enhancing the performance of the Support team. Your responsibilities will include responding, resolving, and escalating tickets related to various products and services. The goal is to ensure that at least 95% of tickets are resolved within the Support Services organization, with only 5% requiring escalation to other departments. Your primary duties will involve coaching and mentoring staff, conducting meetings, managing daily operations, and collaborating closely with the Global Support Manager or Escalated Support Manager to align the team with customer needs and department objectives. You will serve as the escalation point for customers, demonstrating strong communication skills, empathy, and a commitment to delivering a positive customer experience. In this role, you will engage with company leaders, staff, and key customers, emphasizing the importance of continuous growth in technical and business skills. Your impact will be felt through various tasks such as shift supervision, staff management, quality assurance, escalated support, and customer complaint management. To excel in this position, you should have at least 2 years of support shift supervisory experience, 5+ years of overall technology experience, and a solid background in providing customer support for website hosting, domain names, DNS management, and cloud infrastructure. Proficiency in using cPanel/WHM or Plesk is essential, along with a mastery of skills related to DNS, email, databases, SSL & security, website performance, WordPress, domains, migrations, backups, PHP scripting, SSH & Bash, and SEO/SEM. Your key skills should include WHM, cPanel, and team management, while expertise in DNS will be an added advantage. You will also be involved in extra projects assigned by your direct supervisor or Director of CX, contributing to the continuous improvement of customer experience and operational efficiency. Qualifications: - 2+ years of support shift supervisory experience - 5+ years of overall technology experience - 5+ years of experience in customer support for web hosting, domain management, cloud infrastructure - Proficiency in cPanel/WHM or Plesk - Mastery of various technical skills related to website management and security Preferred Skill: - Team management expertise (Note: This job description is based on the provided details and does not include any additional information.),

Posted 1 day ago

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