Technical Support Lead

2 weeks ago

Bengaluru, India WARPDRIVE TECH WORKS LLP Full time

We are looking for an experienced Technical Support Lead to oversee and lead our technical support team, ensuring timely and efficient resolution of technical issues while providing high-quality customer service.


The ideal candidate will have extensive experience in technical support, leadership, and problem-solving, and be able to maintain and improve the service delivery of technical solutions to our clients.

Responsibilities :


- Lead and manage the day-to-day operations of the technical support team to ensure effective and efficient troubleshooting, issue resolution, and customer service.


- Act as the escalation point for complex technical issues and guide the team in troubleshooting and resolving critical issues.


- Provide hands-on technical support, including diagnosing software/hardware issues, network problems, and supporting end-user applications.


- Develop, implement, and maintain best practices, standards, and policies for the technical support team.


- Monitor team performance and customer satisfaction, ensuring KPIs and SLAs are consistently met.


- Manage and prioritize support tickets, ensuring high-priority issues are addressed promptly.


- Collaborate with cross-functional teams (e.g., product, engineering, sales) to ensure customer issues are resolved quickly and that product improvements are implemented where necessary.


- Conduct regular team training and knowledge-sharing sessions to improve technical skills and support capabilities.


- Prepare reports on team performance, issue trends, and resolutions for management and stakeholders.


- Oversee the creation and maintenance of technical documentation, FAQs, and troubleshooting guides.


- Stay updated with industry best practices, new tools, and technologies to improve team efficiency and

service quality.


- Provide feedback to management on resource needs, team dynamics, and any potential improvements to service :


- 7+ years of experience in technical support, with at least 2 years in a leadership or supervisory role.


- Strong technical knowledge of [specify technologies, e.g., networking, systems administration, cloud platforms, hardware/software troubleshooting, etc.].


- Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow).


- Proven ability to manage, motivate, and mentor a technical support team.


- Excellent problem-solving skills and ability to work under pressure.


- Strong written and verbal communication skills, with the ability to communicate technical information to non-technical users.


- Ability to analyze performance metrics and make data-driven decisions.


- Strong organizational and time management skills, with the ability to handle multiple priorities and tasks.

(ref:hirist.tech)

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