Technical Support Lead

3 weeks ago

Mohali, Punjab, India Narang Staffing Solutions Full time

Job Title: Technical Support Lead

Location: Mohali (work from office)

Experience Required: 5+ years (including leadership experience in technical support)

Job Overview:

We are seeking a highly capable and experienced Technical Support Lead to manage and guide a team of technical support specialists, ensuring the smooth operation of our ALMP platform support services. This role requires a proactive leader with a strong technical background, excellent communication skills, and a passion for delivering outstanding customer experiences.

Key Responsibilities:

  1. Team Leadership:
  2. Lead, mentor, and motivate a team of technical support specialists to meet performance goals and ensure high service standards.
  3. Issue Resolution:
  4. Oversee the resolution of customer inquiries and technical issues. Manage escalations and ensure timely follow-ups to maintain high customer satisfaction.
  5. Resource Management:
  6. Allocate team resources efficiently to meet service level agreements (SLAs) and optimize productivity.
  7. Training and Development:
  8. Deliver ongoing training, coaching, and performance feedback to enhance both technical and customer service capabilities within the team.
  9. Process Improvement:
  10. Identify and implement improvements in support workflows to increase efficiency and service quality.
  11. Quality Assurance:
  12. Establish and maintain quality assurance measures to ensure consistent, high-quality support delivery.
  13. Cross-Functional Collaboration:
  14. Work closely with product, engineering, and sales teams to resolve issues, gather feedback, and contribute to product enhancements.
  15. Reporting and Analysis:
  16. Track key performance metrics, analyze trends, and create detailed reports to monitor team and platform performance.
  17. Customer Advocacy:
  18. Act as the voice of the customer within the organization, communicating customer feedback and helping drive service improvements.
  19. Technical Expertise:
  20. Maintain a strong understanding of company products and technologies. Provide hands-on technical guidance and support to the team and customers as needed.

Required Qualifications & Skills:

  • Bachelor's degree in Computer Science, Information Technology, or a related field
  • Minimum 5 years of experience in a technical support role, including at least 2 years in a leadership capacity
  • Strong technical background in troubleshooting software, hardware, and networking issues
  • Advanced proficiency in SQL and Microsoft Office tools (Excel, Word, PowerPoint)
  • Excellent communication skills, both written and verbal
  • Proven leadership and team management skills
  • Familiarity with ITIL principles and technical support best practices
  • Experience using CRM systems and helpdesk software
  • Ability to work in a fast-paced environment and manage shifting priorities
  • Flexibility to work outside regular hours, including weekends and holidays, as needed
  • ITIL certification (preferred but not mandatory)

What We Offer:

  • A leadership role in a growing and dynamic technical team
  • Opportunities to collaborate across departments and influence product evolution
  • Professional development, training, and career growth opportunities
  • A customer-focused culture with a commitment to quality and innovation

  • Technical Support Lead

    3 weeks ago

    Mohali, Punjab, India Americana Restaurants Full time

    Technical Support Lead – ALMP Platform Location: Mohali, India | Americana Restaurants India Pvt Ltd – 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...

  • Technical Support Lead

    3 weeks ago

    Mohali, Punjab, India Americana Restaurants Full time

    Technical Support Lead – ALMP Platform Location: Mohali, India | Americana Restaurants India Pvt Ltd – Centre of ExcellenceAt 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...

  • 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 ExcellenceAt 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...

  • 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 ExcellenceAt 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...

  • Technical Support Lead

    3 weeks ago

    Mohali, Punjab, India Narang Staffing Solutions Full time

    Job Title: Technical Support LeadLocation: Mohali (work from office)Experience Required: 5+ years (including leadership experience in technical support)Job Overview: We are seeking a highly capable and experienced Technical Support Lead to manage and guide a team of technical support specialists, ensuring the smooth operation of our ALMP platform support...

  • Technical Support Lead

    3 weeks ago

    Mohali, Punjab, India Americana Restaurants Full time

    Technical Support Lead – ALMP PlatformAbout Americana Restaurants International PLCAmericana Restaurants International PLC is a pioneering force in the MENA region and Kazakhstan's Out-of-Home Dining industry, and ranks among the world's leading operators of Quick Service Restaurants (QSR) and casual dining establishments. With an extensive portfolio of...

  • Technical Support Engineer

    4 weeks ago

    Mohali, Punjab, India Sphere Global Solutions Full time

    Key Responsibilities :User Onboarding & Offboarding :- Prepare IT assets (laptops, desktops, peripherals) for new joiners.- Create login credentials in Exchange Online and manage user accounts.- Collect IT assets from relieving employees with proper documentation.Asset & Inventory Management :- Maintain and update IT inventory records on SharePoint.- Track...

  • Senior Team Lead Position

    2 days ago

    Mohali, Punjab, India beBeeLeadership Full time

    Team Management OpportunityWe are seeking an experienced Team Leader to manage a team of professionals in a customer support role. The ideal candidate will have a strong leadership background, excellent communication skills, and a deep understanding of technical operations.Key ResponsibilitiesLead a team of 10+ members in a fast-paced customer support...

  • 15h Left: Technical Writer Internship

    3 weeks ago

    Mohali, Punjab, India BEGAWN IT Pvt. Ltd. Full time

    Job Description- Key Responsibilities- Develop, edit, and maintain comprehensive technical documentation, including user manuals, technical guides, and API documentation.- Ensure all documentation is clear, concise, and adheres to company standards.- In-depth understanding of software development processes, programming languages, and IT infrastructure.-...

  • IT Support Specialist

    7 hours ago

    Mohali, Punjab, India TaskUs Full time US$ 9,00,000 - US$ 12,00,000 per year

    About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...