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Technical Support Team Lead
EBSOR Infosystems PVT. Ltd. —Manjeri, Kerala
- ₹25,000 - ₹35,000 a month
- Full-time
- Customer service
- Windows
- Team management
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7d

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Technical Support Team Lead

EBSOR Infosystems PVT. Ltd.
Manjeri, Kerala

Quick apply

Job details

Full-time
₹25,000 - ₹35,000 a month
7 days ago

Qualifications

Customer service
Windows
Technical support
Team management
Computer networking
Customer support
Application support
Communication skills

Full job description

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

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