Technical Support Team Lead

4 days ago

Salem, Tamil Nadu, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 25,00,000
Job Description

About Brite

Brite Systems is an Information Technology company specializing in consulting and software development. We have been successfully implementing solutions for the public and private sector since 2006.

We focus on providing our clients with simplified, innovative technological solutions to improve and streamline the user experience. Our team brings the right people, customized approach, and successful track record to each opportunity.

This position ensures that our employees provide world-class technical support with a strong focus on customer service, maximizing customer satisfaction while achieving target goals. The role drives process improvements while motivating others to accurately analyze, troubleshoot, diagnose, and resolve software or system-related issues.

The position interacts with customers via telephone and/or written internet-based communication and drives customer loyalty. It provides leadership and guidance to evolve operations while supporting new and existing products and services for a wide range of customers.

Duties and Responsibilities:
  • Monitors and drives supervisors and staff performance.
  • Works to increase team efficiency and effectiveness.
  • Monitors operational activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, product content changes, etc.).
  • Addresses any customer satisfaction issues.
  • Coaches and develops employees.
  • Participates in hiring of new team members.
  • Performs HR-related administrative tasks.
  • Leads weekly staff meetings, conducts regular employee one-on-one sessions, and annual reviews.
  • Addresses performance management issues with employees.
  • Works with direct reports to understand and prioritize product issues.
  • All other duties as assigned.
Required Skills and Qualifications:
  • 8+ years' prior experience in a technical support role.
  • 4+ years' prior experience in a supervisory or management role.
  • Proficient in Microsoft Office suite.
  • Salesforce experience required.
  • Previous CRM experience required.
  • Prior experience in a data-driven environment.
  • Excellent attention to detail and time management skills.
  • Excellent change management skills.
  • Excellent oral and written communication skills.
  • Excellent customer service and conflict resolution skills.
  • Superior trouble-shooting and analytical skills.
  • Ability to lead and coach employees.
  • Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes.
  • Bachelor's degree or equivalent work experience.

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