Technical Lead - L1

Role Overview: You will be responsible for supporting process delivery by overseeing the daily performance of the Production Specialists, resolving technical escalations, and developing technical capability within the team. Your role involves ensuring that standard processes are followed, client queries are resolved within defined SLAs, and technical roadblocks are effectively managed. Key Responsibilities: - Oversee and support the process by reviewing daily transactions on performance parameters and the team's performance dashboard - Provide technical support and process guidance to the team to improve performance parameters - Record, track, and document all queries received, along with the problem-solving steps taken and resolutions achieved - Ensure compliance with service agreements and resolve client queries within SLAs - Develop the team's understanding of processes/products to enhance client interaction and troubleshooting - Analyze call logs to identify trends and prevent future problems - Escalate serious client issues to the Team Leader when necessary - Handle technical escalations through effective diagnosis and troubleshooting of client queries - Manage and resolve technical roadblocks/escalations within SLA and quality requirements - Escalate unresolved issues to the appropriate channels in a timely manner - Provide product support and resolution to clients in a professional manner - Offer alternative solutions to retain customers and clients" business - Communicate effectively and follow up with customers to ensure compliance with SLAs - Build people capability within the team to ensure operational excellence and superior customer service - Mentor and guide Production Specialists on improving technical knowledge - Conduct trainings (Triages) to bridge skill gaps and enhance product knowledge - Stay updated on product features, changes, and updates through relevant trainings - Identify common problems, recommend resolutions, and participate in self-learning opportunities Qualification Required: - Strong technical background with experience in resolving client queries and technical escalations - Excellent communication skills and ability to mentor and guide team members - Proven track record of meeting performance parameters and SLAs - Ability to analyze data, identify trends, and recommend solutions - Willingness to participate in ongoing training and development opportunities Note: No additional details of the company were provided in the job description.,