Technical Support Team Lead

3 hours ago


Delhi, India OneXtel Full time
Diversity Hiring AlertJob Summary:We are seeking a skilled and proactive Technical Support Team Lead to join our Operationsteam. This individual will lead a team of Technical Support Engineers, ensuring highstandards of customer service and technical troubleshooting, specifically for voice and cloudtelephony systems. The ideal candidate should possess strong problem-solving abilities,effective communication skills, and a deep understanding of API and UI troubleshooting.This role demands a commitment to achieving customer satisfaction through prompt, efficientissue resolution and team development.Key Responsibilities:Lead and mentor a team of Technical Support Engineers, fostering a collaborative and efficient work environment.Oversee the diagnosis and resolution of technical issues related to APIs and UI for voice/cloud telephony systems.Ensure a smooth onboarding experience for new customers by guiding the team in initial setup and support.Collaborate with cross-functional teams to streamline customer support operations and improve service delivery.Maintain accurate documentation of technical issues, troubleshooting steps, and customer interactions.Act as a point of escalation for complex technical issues and ensure their resolution.Regularly communicate with customers to understand their issues in-depth, provide timely updates, and ensure satisfaction.Roster management, Ticketing management, Effective process step up for the teamRequirements:Proven knowledge of voice/cloud telephony, API, and related troubleshooting.Strong technical troubleshooting skills with a focus on client-centric problem-solving.Excellent communication skills, both written and verbal, to manage customer and team interactions effectively.Ability to work effectively in a high-paced, customer-focused environment.

Preferred Qualifications:Prior experience in a customer-facing technical support role within CPaaS or a similar domain.Expertise in voice/cloud telephony with a demonstrated ability to lead a support team.A degree in a relevant field.



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