Technical Support

Technical Support International Voice Process (Team Lead)

Location:

Job Summary

Technical Support International Voice Process

Key Responsibilities

• Lead and manage a team of technical support associates in an international voice process
  
• Ensure SLA, quality, productivity, and customer satisfaction targets are met
  
• Handle escalations and provide advanced technical troubleshooting support
  
• Conduct team huddles, performance reviews, coaching, and mentoring
  
• Monitor call quality and provide regular feedback and training
  
• Prepare and share daily/weekly performance reports with management
  
• Coordinate with QA, Training, and Operations teams for continuous improvement
  
• Drive process adherence and compliance with client requirements
  

Required Skills & Qualifications

• Minimum

  3+ years of experience as a Team Lead

  in an

  International Voice Technical Support

  process
• Strong technical knowledge in

  IT/Networking/Telecom/Broadband/Hardware & Software support

• Excellent communication skills with neutral or international accent
  
• Proven experience in

  people management, escalation handling, and performance management

• Strong analytical, problem-solving, and decision-making skills
  
• Ability to work in rotational shifts (including night shifts)
  

Preferred Qualifications

• Experience handling

  US/UK/Australian customers

• Exposure to

  telecom, ISP, or IT helpdesk processes

• Immediate joiners or candidates with

  notice period up to 15 days