Team Lead

5 days ago

Bangalore Karnataka, India Betsol Full time

Company Description BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries BETSOL team holds several engineering patents is recognized with industry awards and BETSOL maintains a net promoter score that is 2x the industry average BETSOL s open-source backup and recovery product line Zmanda Zmanda com delivers up to 80 savings in total cost of ownership TCO and best-in-class performance BETSOL Global IT Services BETSOL com builds and supports end-to-end enterprise solutions reducing time-to-market for its customers BETSOL offices are set against the vibrant backdrops of Broomfield Colorado and Bangalore India We take pride in being an employee-centric organization offering comprehensive health insurance competitive salaries 401K volunteer programs and scholarship opportunities Office amenities include a fitness center cafe and recreational facilities Learn more at betsol com The Technical Support Team Lead is responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team Mentor and provide oversight coaching and training to technical support engineers and be the point of contact when it comes to technical escalations Record and track team SLAs and provide support where needed for both internal and external customers Monitor team performance and report on metrics Assess support interactions based on process standards Be actively involved with the operational delivery by keeping a close track of NPS C Sat FCR AHT and productivity of the team members Ensure that all customer inquiries and issues are resolved correctly and in a prompt and professional manner Review all technical support related processes and documentation for continuous improvement Providing timely feedback to team members and resolve issues Create an open communication culture and an inspiring team environment Lead by Example in professionalism Communication and technical Expertise Set and monitor targets for support staff focusing on improving and developing performance and knowledge to ensure that SLAs are met Proven people management and leadership skills Excellent communicator both oral and written Strong problem solving and communication skills Strong analytical skills to investigate and resolve technical support tickets Able to multi-task efficiently under time pressure Previous experience in managing customer focused and performance driven teams Proven experience in managing a service and support focused team culture Five Years plus experience in a Technical Support team management role Additional Information All your information will be kept confidential according to EEO guidelines

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