Technical Support Lead

We Are Hiring for One of Our Big MNC Clients!

Position:

Location:

Experience:

Overview:

Technical Support Lead

Key Responsibilities:

1. Team Leadership

   – Mentor and lead a team of technical support specialists to meet departmental goals.

2. Issue Resolution

   – Manage the resolution of technical queries, escalations, and ensure timely follow-ups to maintain customer satisfaction.

3. Resource Management

   – Effectively allocate resources to meet SLAs and optimize team productivity.

4. Training & Development

   – Provide continuous coaching, training, and performance feedback to enhance skills.

5. Process Improvement

   – Identify and implement process enhancements for operational efficiency.

6. Quality Assurance

   – Maintain high service quality through QA initiatives and customer satisfaction monitoring.

7. Cross-Functional Collaboration

   – Work with teams like product, engineering, and sales to enhance support effectiveness.

8. Reporting & Analysis

   – Track KPIs, analyze trends, and generate reports to evaluate team performance and support efficiency.

9. Customer Advocacy

   – Act as the voice of the customer to suggest product and process improvements.

10. Technical Expertise

    – Maintain strong understanding of the platform to provide hands-on technical guidance.

Qualifications:

• Bachelor’s degree in Computer Science, IT, or related field
• Minimum of

  5 years’ experience

  in technical support, with at least

  2 years in a leadership role

• Strong troubleshooting abilities in software, hardware, and network issues
• Excellent communication and interpersonal skills
• Advanced knowledge of

  SQL

  and

  Microsoft Office (Excel, Word, PowerPoint)

• Familiarity with ITIL processes and principles
• Hands-on experience with

  CRM systems and helpdesk tools

• Ability to adapt in fast-paced, dynamic environments
• ITIL or similar certifications (preferred)
• Willingness to work in flexible shifts, including weekends and holidays