We are looking for an experienced and customer-focused Technical Support Team Lead to lead and manage our software support team. The ideal candidate should possess strong technical troubleshooting skills, leadership abilities, and a commitment to ensuring timely and effective resolution of customer issues.
Key Responsibilities
- Lead, supervise, and support the technical support team to ensure smooth daily operations.
- Monitor customer tickets and ensure issues are responded to and resolved within defined SLAs.
- Review and follow up on pending, critical, and escalated customer issues.
- Provide technical guidance and support to team members in resolving complex software and application issues.
- Escalate unresolved technical issues to the Development or relevant internal teams and ensure proper follow-up until closure.
- Monitor ticket quality, response time, resolution time, and customer communication.
- Conduct regular team performance reviews and provide coaching and training to improve technical and customer service skills.
- Ensure accurate ticket updates, documentation, and daily support reports.
- Coordinate with internal teams to resolve recurring technical issues and improve overall product and service quality.
- Identify common customer issues and contribute to FAQs, knowledge base articles, and process improvements.
- Monitor customer satisfaction and take necessary actions to improve the customer support experience.
- Ensure proper shift handovers and continuous support operations.
- Maintain up-to-date knowledge of company products, software features, updates, and technical processes.
Required Skills
- Strong leadership and team management skills.
- Excellent technical troubleshooting and problem-solving abilities.
- Strong verbal and written communication skills.
- Good knowledge of software and web application support.
- Ability to handle customer escalations professionally and effectively.
- Strong understanding of ticketing systems, SLAs, and support processes.
- Good knowledge of Windows operating systems, networking concepts, and browser troubleshooting.
- Ability to analyze support trends and identify recurring issues.
- Strong documentation, reporting, and coordination skills.
- Ability to work under pressure and manage multiple priorities.
Pay: ₹25,000.00 - ₹35,000.00 per month
Work Location: In person
