Technical Support Team Lead

5 days ago


Chennai, Tamil Nadu, India TECHFULLY PRIVATE LIMITED Full time

Technical Support Team Lead:

We are looking for an experienced Technical Support Team Lead to join our team. As a technical expert, you will be responsible for managing customer inquiries, developing and maintaining knowledge bases, and carrying out system deployments and user acceptance testing activities.

You will work closely with the product, sales, and technical support teams to address recurring customer pain points and provide feedback to the product development team to improve hardware and software offerings based on customer insights.

The ideal candidate will have excellent technical skills, including proficiency in customer service tools and CRM platforms, knowledge and experience in web and mobile application-based product support, and excellent knowledge in the deployment activity process.

Key Responsibilities:

  • Manage customer inquiries across various channels (email, phone, live chat, and support tickets).
  • Develop and maintain knowledge bases, FAQs, and troubleshooting guides for hardware and software products.
  • Carry out system deployments and user acceptance testing activities for standard, customized, and integrated solutions.
  • Work closely with the product, sales, and technical support teams to address recurring customer pain points.

Requirements:

  • Bachelor's degree in Computer Science, Software Engineering, or Electrical Engineering.
  • Minimum 10 years of experience in customer service support operations, with at least 5 years in a leadership role.
  • Prior experience in a product company (hardware/software solutions) is highly preferred.

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