Technical Support Lead

As a Technical Support Lead at our company located in Mohali (work from office), you will be responsible for managing and guiding a team of technical support specialists to ensure the efficient operation of our ALMP platform support services. With over 5 years of experience, including leadership in technical support, you will play a key role in leading the team to achieve high service standards and deliver exceptional customer experiences. Your responsibilities will include leading, mentoring, and motivating the team to meet performance goals, overseeing the resolution of customer inquiries and technical issues, and managing escalations to maintain high customer satisfaction. You will allocate resources efficiently, provide training and coaching to enhance technical and customer service capabilities, and identify process improvements to increase efficiency and service quality. Collaboration with product, engineering, and sales teams will be essential to resolve issues, gather feedback, and contribute to product enhancements. Tracking key performance metrics, analyzing trends, and maintaining quality assurance measures will also be part of your role. As the voice of the customer within the organization, you will communicate customer feedback and help drive service improvements. To qualify for this role, you should have a Bachelor's degree in Computer Science or related field, a minimum of 5 years of technical support experience with at least 2 years in a leadership capacity, strong technical troubleshooting skills, proficiency in SQL and Microsoft Office tools, excellent communication skills, proven leadership abilities, and familiarity with ITIL principles and technical support best practices. Experience with CRM systems and helpdesk software, as well as the ability to work in a fast-paced environment and manage shifting priorities, are also required. ITIL certification is preferred but not mandatory. In return, we offer you a leadership role in a growing and dynamic technical team, opportunities to collaborate across departments and influence product evolution, professional development, training, and career growth opportunities, and a customer-focused culture committed to quality and innovation.,