Job
Description
Role Overview: As the Technical Support Team Lead, you will be responsible for supervising the daily activities of the technical support team and actively participating in customer support initiatives. Collaborating with the Director of Customer Success, you will ensure exceptional customer service through various communication channels such as phone, email, and chat. Your role will involve setting a positive example, organizing tasks, generating reports, handling escalations, and contributing to ad hoc projects and training. This position is an integral part of the Customer Success Team and reports directly to the Director of Customer Success. Key Responsibilities: - Supervise the day-to-day operations of the Technical Support Team - Drive customer satisfaction by providing top-notch customer support as a senior agent - Directly manage the technical support staff, including evaluations and disciplinary actions - Mentor and coach technical support personnel, offering oversight and training - Record and monitor team SLAs and workflows - Manage and track all incoming technical support queries - Assist in developing team KPIs, monitor results, and report on them - Participate in operational delivery and UAT for new product and feature releases when necessary - Monitor team performance metrics and provide regular reports - Ensure timely and professional resolution of customer inquiries and issues - Review technical support processes and documentation for continuous enhancement - Contribute to creating and implementing customer self-service materials and tools Qualifications Required: - Bachelor's degree in computer science, electrical & electronics engineering, or related field - Minimum 5 years of experience in the Technical Support field, preferably with GPS, IoT, and sensor devices along with IT software operations background Additional Details: - Knowledge of GPS, IoT, sensors, and electronics devices - Excellent communication, motivational, and interpersonal skills - Proficiency in CRM software, Microsoft Office, Google Sheets, and Excel - Basic understanding of IT software and its applications Note: This is a full-time position based in Gurgaon. Role Overview: As the Technical Support Team Lead, you will be responsible for supervising the daily activities of the technical support team and actively participating in customer support initiatives. Collaborating with the Director of Customer Success, you will ensure exceptional customer service through various communication channels such as phone, email, and chat. Your role will involve setting a positive example, organizing tasks, generating reports, handling escalations, and contributing to ad hoc projects and training. This position is an integral part of the Customer Success Team and reports directly to the Director of Customer Success. Key Responsibilities: - Supervise the day-to-day operations of the Technical Support Team - Drive customer satisfaction by providing top-notch customer support as a senior agent - Directly manage the technical support staff, including evaluations and disciplinary actions - Mentor and coach technical support personnel, offering oversight and training - Record and monitor team SLAs and workflows - Manage and track all incoming technical support queries - Assist in developing team KPIs, monitor results, and report on them - Participate in operational delivery and UAT for new product and feature releases when necessary - Monitor team performance metrics and provide regular reports - Ensure timely and professional resolution of customer inquiries and issues - Review technical support processes and documentation for continuous enhancement - Contribute to creating and implementing customer self-service materials and tools Qualifications Required: - Bachelor's degree in computer science, electrical & electronics engineering, or related field - Minimum 5 years of experience in the Technical Support field, preferably with GPS, IoT, and sensor devices along with IT software operations background Additional Details: - Knowledge of GPS, IoT, sensors, and electronics devices - Excellent communication, motivational, and interpersonal skills - Proficiency in CRM software, Microsoft Office, Google Sheets, and Excel - Basic understanding of IT software and its applications Note: This is a full-time position based in Gurgaon.
