Technical Support Team Lead

5 days ago

Noida, India OneXtel Full time

Job Summary:

We are seeking a skilled and proactive Technical Support Team Lead to join our Operations

team. This individual will lead a team of Technical Support Engineers, ensuring high

standards of customer service and technical troubleshooting, specifically for voice and cloud

telephony 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, efficient

issue 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 team

Requirements:

  • 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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