Team Leader

3 days ago

Belgaum, Karnataka, India ECOBILLZ PVT. LTD Full time

Job Summary:

As a Team Leader – Technical Support, you will oversee a team of technical support executives to ensure timely, high-quality customer service and technical issue resolution. You will be responsible for mentoring team members, monitoring performance, managing escalations, and driving continuous improvement in support processes. You will collaborate with internal departments to resolve complex technical problems and ensure adherence to service level agreements (SLAs).

Responsibilities:

  • Lead and manage a team of Technical Support Executives, ensuring high performance and consistent achievement of support KPIs.
  • Act as an escalation point for complex technical issues, and drive them to resolution.
  • Monitor daily operations, allocate tasks, and manage support ticket queues to ensure timely responses and issue resolution.
  • Provide guidance and training to team members to enhance their technical knowledge and customer-handling skills.
  • Review, analyze, and report on support metrics and team performance.
  • Ensure adherence to standard procedures and SLAs for ticket handling, escalation, and resolution.
  • Coordinate with cross-functional teams for product updates, bug resolutions, and process improvements.
  • Document best practices and contribute to the development of the knowledge base.
  • Conduct regular team meetings and performance reviews to foster engagement and accountability.

Requirements:

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Proven 3+ years of experience in technical support, with at least 1+ years in a team lead or supervisory role.
  • Strong technical troubleshooting skills, with in-depth knowledge of systems, software, and hardware.
  • Experience in the Hospitality industry is highly preferred.
  • Excellent leadership, interpersonal, and organizational skills.
  • Strong verbal and written communication skills with a customer-first approach.
  • Ability to manage multiple priorities and work effectively in a fast-paced environment.

Job Type: Full-time

Pay: ₹20, ₹25,000.00 per month

Experience:

  • total work: 2 years (Preferred)

Work Location: In person

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