High-Tech Problem Solver

23 hours ago

Vizag, Andhra Pradesh, India beBeeLead Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

Technical Support Lead

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We are seeking a skilled Technical Support Lead to play a vital role in facilitating efficient and effective technical support services for our organization. This position involves direct, hands-on management of tech support activities, collaborating with other internal teams and stakeholders, and ensuring timely resolution of all production issues.

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The Technical Support Lead will serve as the primary contact for clients seeking technical support and production issues, triage and assign support tickets to appropriate resources/teams. The role also involves coordinating and scheduling support activities, handling hand-offs & meetings, and managing support roster. Additionally, the Technical Support Lead will act as the incident/fire captain in case of production incidents/fires and monitor and evaluate support metrics to identify areas for improvement.

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Key responsibilities include:

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  • Serve as the primary contact for clients seeking technical support and production issues, triage and assign support tickets to appropriate resources/teams.
  • Monitor support/ticket queues and provide timely response, updates, and resolution of client inquiries and production issues.
  • Coordinate and schedule support activities, handle hand-offs & meetings, and manage support roster.
  • Act as the incident/fire captain in case of production incidents/fires.
  • Monitor and evaluate support metrics, such as response time, resolution time, client satisfaction, and ticket volume, to identify areas for improvement.
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Required skills and qualifications include:

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  • Expected experience: 12+ years with at least 5 years experience managing a support team.
  • Previous experience in a tech and client support or coordination or management role within a SaaS/technology solutions team.
  • Experience in handling 24/7 support and working with geographically dispersed teams.
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Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical individuals, problem-solving skills and the ability to analyze information to identify root causes and recommend appropriate solutions are required. Strong organizational and time management skills, with the ability to prioritize and multitask effectively, are also necessary. Proficiency in using support tools and systems, such as ticketing systems, CRM software, and knowledge bases, is a plus.

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Why join our team?

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Our team is dynamic and fast-paced, with opportunities for growth and professional development. We offer a collaborative work environment, flexible work arrangements, and competitive compensation and benefits package.

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What we offer

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A competitive salary and benefits package, including health insurance, retirement plan, and paid time off.

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How to apply

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Send your resume and cover letter to us through our online application portal. We look forward to hearing from you

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