Technical Support Lead

3 weeks ago

Mohali, Punjab, India Americana Restaurants Full time

Technical Support Lead – ALMP Platform

Location: Mohali, India | Americana Restaurants International PLC – Centre of Excellence

At Americana Restaurants, we don't just deliver food — we deliver experiences, powered by innovation, technology, and a relentless focus on customer satisfaction. As the backbone for global brands like KFC, Pizza Hut, and Krispy Kreme across the MENA region and beyond, our ALMP platform ensures seamless service for millions of customers.

We're looking for a Technical Support Lead who will lead our talented support specialists, ensure operational excellence, and drive continuous improvement in our platform services.

What You'll Do

In this role, you will lead and inspire a high-performing technical support team, ensuring every customer interaction is handled efficiently, professionally, and with care.

Your Role Will Include:

  • Leading, mentoring, and motivating the technical support team to achieve performance goals.
  • Overseeing timely resolution of customer inquiries, technical issues, and escalations.
  • Allocating resources effectively to meet SLAs and optimize productivity.
  • Providing continuous training, coaching, and feedback to enhance skills and service delivery.
  • Identifying process improvements to streamline workflows and boost efficiency.
  • Implementing quality assurance measures to maintain service excellence.
  • Collaborating with engineering, product, and sales teams to resolve issues and enhance offerings.
  • Monitoring KPIs, analyzing trends, and generating performance reports.
  • Acting as the voice of the customer, ensuring feedback drives platform improvements.
  • Maintaining deep technical knowledge of company products, services, and technologies.

What You Bring

  • Bachelor's degree in computer science, Information Technology, or related field.
  • 5+ years in technical support, with at least 2 years in a leadership role.
  • Strong troubleshooting skills across software, hardware, and network issues.
  • Advanced proficiency in SQL and Microsoft Office (Excel, Word, PowerPoint).
  • Excellent communication and interpersonal skills to inspire and guide teams.
  • Strong understanding of ITIL principles (certification is a plus).
  • Experience with CRM systems and helpdesk tools.
  • Ability to thrive in a fast-paced, changing environment.
  • Willingness to work flexible hours, including weekends and holidays.

Why Americana?

At Americana Restaurants, you'll be part of a fast-growing Centre of Excellence in Mohali, working on platforms that power thousands of restaurants and millions of customer interactions. You'll lead a team that ensures every digital experience is smooth, every order is fulfilled seamlessly, and every customer feels valued.

If you're passionate about leading teams, solving complex problems, and driving service excellence — this is your opportunity to make an impact at scale.

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