Technical Support Lead

The Technical Support Team Lead is responsible for overseeing the daily operations of the technical support team and actively participating as a member of the team. In this role, you will collaborate with the Director of Customer Success to provide exceptional support to customers via phone, email, and chat. As a team lead, you are expected to lead by example, organize work efficiently, generate reports, manage escalations, contribute to ad hoc projects, and assist with training initiatives. Reporting to the Director of Customer Success within the Customer Success Team, you will play a crucial role in upholding the culture, vision, and values of Tycho. As the Technical Support Team Lead, you will directly impact customer satisfaction by supervising the day-to-day operations of the Technical Support Team, mentoring team members, providing oversight, coaching, and training. Additionally, you will serve as the primary point of contact for technical escalations and effectively communicate escalated issues to Tier 3 and product managers when necessary. Your responsibilities will also include managing and reporting on all incoming technical support inquiries, actively participating in operational delivery and User Acceptance Testing (UAT) for new product and feature releases, providing feedback to staff and customers on resolved and ongoing issues, incidents, and assisting in developing customer self-service materials and tools. Skills & Qualifications: - Overseeing daily operations of the Technical Support Team - Driving customer satisfaction through efficient customer support - Mentoring team members and providing oversight, coaching, and training - Handling technical escalations and effectively communicating issues to relevant stakeholders - Managing and reporting on technical support inquiries - Contributing to operational delivery and UAT for new product releases - Providing feedback to staff and customers on resolved and ongoing issues - Assisting in creating customer self-service materials and tools This position offers: - Number of Positions: 2 - Location: Noida - Compensation: Competitive as per Industry standards - Working Days: 5 days a week with weekends off To apply, please email your resume to contact@tychotechnologies.com.,