IT Technical Support Team Lead

6 days ago

kochi, India beBeeSupport Full time

Job Title: Technical Support SpecialistWe are seeking a skilled IT professional to oversee and coordinate our overseas technical support operations.Provide timely, efficient, and customer-focused technical support to clients.Log, track, and assign tickets in the ITSM system.Assign tickets to engineers based on skills, workload, and availability.Ensure smooth operations of the technical support team.Key Responsibilities:Monitor and manage the technical support queue in real time.Apply smart routing logic (escalation, vendor coordination, or dispatch).Make transportation/dispatch decisions for onsite support engineers when required.Ensure tickets are updated with proper notes, resolutions, and closure comments.Team Leadership:Supervise a remote team of technical support specialists.Balance workloads across the team and provide shift coverage planning.Mentor, coach, and conduct regular performance reviews.Performance Metrics:Track SLA performance and ensure timely resolution.Produce daily/weekly ticket and performance reports.Highlight recurring incidents for problem management.Communication Skills:Maintain professional and empathetic communication with customers.Handle escalated client concerns and complaints.

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