Technical Support Team Lead (Software)

Job Title: Technical Support Team Lead (Software)
Location: Kannur
Experience: 3 – 5 Years
Qualification: B.Com / BCA / B.Sc. Computer Science / MCA
Employment Type: Full-Time

Job Summary:
We are seeking a skilled and motivated Technical Support Team Lead to oversee our support operations, manage and coordinate the support team, and ensure timely resolution of client issues. The ideal candidate should have strong technical expertise, leadership capabilities, and excellent communication skills to guide the team, monitor performance, and maintain high customer satisfaction.

Key Responsibilities:

• Lead, manage, and coordinate the software technical support team to ensure smooth daily operations.
• Assign tasks, monitor team performance, and conduct periodic performance evaluations.
• Handle escalated customer issues and ensure timely and effective resolution.
• Coordinate with development, QA, and other cross-functional teams for issue tracking and solution implementation.
• Maintain accurate documentation of issues, solutions, and FAQs for knowledge sharing.
• Monitor key support metrics such as response time, resolution rate, and customer satisfaction, and prepare periodic reports.
• Identify areas for process improvement to enhance team efficiency and service quality.
• Conduct team meetings, provide guidance, and implement management strategies to improve productivity.

Requirements:

• Minimum 3 years of experience in software technical support or a related field.
• Prior experience in a team lead, team coordination, or supervisory role preferred.
• Strong understanding of software systems, troubleshooting, and customer support workflows.
• Excellent leadership, problem-solving, and communication skills.
• Ability to work under pressure and manage multiple priorities.
• Familiarity with support tools, ticketing systems, and remote assistance platforms.

Preferred Skills:

• Knowledge of databases, APIs, and software deployment environments.
• Experience coordinating with cross-functional teams (developers, QA, etc.).
• Customer-oriented mindset with strong interpersonal skills.

Salary: Based on experience and skills.

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹30,000.00 per month

Location:

• Kannur, Kerala (Preferred)

Work Location: In person