Begumpet Hyderabad Telangana L1 support team leader Jobs – 24 Open Jobs Today

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L1 Support Team Leader

Redwood Software Inc.
Hyderabad, Telangana

Apply Now

Job details

Qualifications

Computer Science
UNIX
English
Windows
Technical support
Performance management
SQL
APIs
Application support
Communication skills
Information Technology

Full job description

About the Role

The Level 1 Support Team Lead is responsible for guiding, developing, and operationally managing a team of Level 1 Support Representatives. This role ensures high-quality customer support delivery, consistent achievement of SLAs, operational excellence, and alignment with the Support organization’s objectives. The Team Leader acts as a coach, mentor, and operational point of escalation while driving continuous improvement and maintaining alignment with Support organization goals.

Key Responsibilities

Lead, coach, and mentor L1 Support Representatives; conduct regular 1:1s, provide feedback, and support performance development.
Oversee daily operations, including workload distribution, coverage planning, and ticket queue health.
Ensure high-quality ticket handling through coaching, reviews, and adherence to support processes and SLAs.
Ensures critical and high priority issues are smoothly resolved in a timely manner.
Support onboarding and training of new hires and trainees; identify team knowledge gaps and coordinate training actions.
Monitor key support metrics (SLA, productivity, long running tickets, backlog, CSAT, resolution speed) and take actions to maintain or improve performance.
Assist agents in solving complex or sensitive customer cases.
Provide assistance and handle escalated customer situations. Ensure proper follow-up to guarantee a satisfactory customer experience.
Analyze trends, recurring issues, and operational risks and provide insights to improve processes, tools, or documentation.
Collaborate with cross-functional teams (Product, Engineering, L2/L3, Customer Success) to address customer-impacting issues.
Contribute directly to support during peak times or incidents and stay current with product updates and changes.
Lead or participate in cross-functional initiatives to improve support operations, tools, and customer experience.

Requirements

4+ years in customer/application support, including experience as an L1 or L2 Support Agent.
2+ years in a leadership, mentorship, or team lead capacity in a technical support environment.
Technical degree in Computer Science, Information Technology, Engineering, or related fields
Working knowledge of Windows/Unix, SQL/databases, networking fundamentals, and APIs.
Experience with ticketing and reporting systems (e.g., Zendesk, Clicdata).

Competencies

Core Competencies

Strong customer advocacy, communication, and expectation-setting skills.
Analytical mindset and solid problem-solving abilities.
High accountability, operational awareness, and ability to prioritize effectively.
Professionalism, organization, and ability to work under pressure.
Strong work ethic and a positive, professional attitude

Leadership Competencies

Coaching, feedback, and performance management skills.
Conflict and escalation management.
Ability to motivate teams and influence cross-functionally.

If you like growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

THE LEGAL BIT
Redwood is an equal opportunity employer. Redwood prohibits unlawful discrimination based on race, colour, religion, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy or any other consideration made unlawful by regional or local laws. We also prohibit discrimination based on a perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful and will have a zero tolerance policy applied to it.

Redwood will comply with all local data protection laws, including GDPR when it comes to the handling and processing of personal data. Should you wish for us to remove your personal data from our recruitment database, please email us directly at [email protected]

Apply Now

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