Team Lead - Tech Support

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