GalaxE.Solutions | Service Delivery Team Lead | hyderabad

2 weeks ago

hyderabad, India GalaxE.Solutions Full time
Years of Experience : 6-8 Years:
In "real time", team leads shall effectively handle any escalation related service request and incident tickets and provide expert guidance to team members.
• Manage the help desk teams and evaluate performance against established CPI's
• Ensure customer service is timely and accurate on a daily basis
• Assist in recruiting, training and support help desk representatives
• Engage client and ensure delivery to expectation
• Ensure that the set customer service standards are met
• Contribute to improving customer support by actively responding to queries and handling escalations in case of corner use cases
• Establish ITIL best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Shares industry best practices knowledge and offers assistance to team members
• Develop daily, weekly and monthly reports on help desk team’s productivity
• Provide customer feedback to the appropriate internal teams, like product developers
Skills and Experience You Will Need:
• 6+ years of customer service experience, preferably in a call center environment with an associate’s degree or equivalent from a two-year college in a related field
• 3+ years leading a team
• Strong knowledge of Microsoft systems, software, and technologies
• Knowledge of MS Office Suite
• Functional knowledge of cloud technologies, web-based applications, Active Directory / RACF / RSA / LDAP software and technologies, various hardware, virtual private network /Firewall support, and PC Desktop Support
• Proficient in ServiceNow or other IT Service Management Platforms
• Empathetic customer service resource
• Exceptional customer-oriented capabilities with excellent communication skills – both written and verbal
• Responds quickly and resolves problems related to technology usage.
• Defines problems quickly and resolves most issues within the specified timeframe.
• Can deliver “just-in-time” training over the phone.
• Actively shares knowledge and helps team members.
• Identifies and takes initiative to implement improvement opportunities.

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