Technical Support Lead

5 days ago

Mohali, India Americana Restaurants Full time

Your Impact

In this role, you will lead a team of technical support specialists to ensure exceptional service delivery for the ALMP platform. You will drive operational efficiency, resolve technical issues promptly, and enhance customer satisfaction through leadership, process improvements, and cross-functional collaboration.

Your Role Will Include:

  1. Leading, mentoring, and motivating the technical support team to achieve performance goals.

  2. Overseeing resolution of customer issues, escalations, and inquiries within SLA timelines.

  3. Allocating resources to optimize productivity and meet service commitments.

  4. Providing training, coaching, and guidance to enhance technical and customer service skills.

  5. Identifying and implementing process improvements for greater efficiency.

  6. Ensuring quality assurance standards are maintained in all support interactions.

  7. Collaborating with product, engineering, and sales teams to address customer needs

What You Bring:

  1. Proven leadership experience in technical support operations. Americana Internal

  2. Strong troubleshooting skills for software, hardware, and network issues.

  3. Proficiency in SQL and Microsoft Office applications.

  4. Excellent communication and interpersonal skills for engaging with customers and teams.

  5. Knowledge of ITIL principles and best practices in support operations.

  6. Experience Required: 5+ years in technical support, with at least 1 year in a leadership role.

  7. Educational Qualification: bachelors or master's degree in computer science, Information Technology, or a related field

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