Technical Support Lead_Avinash_Ecom Express

7 days ago

Gurgaon, Haryana, India Coders Brain Technology Full time ₹ 20,00,000 - ₹ 25,00,000 per year
JOB PURPOSE: 1. Managing support team and ensure that all the required KPIs/KRA are followed by the team. 2. Ensure best in class support to the internal users, along with external users as per the requirement.
Essential  7-10 years of experience as a Lead.  Provides day-to-day supervision of team members on their daily work using performance metrics, and company processes to ensure team members are performing in-line with company standards.  Excellent knowledge of MS Word, Excel, and PowerPoint.  Training, coaching, monitoring directing of assigned team members.  Handle escalated calls, complaints, questions, and queries as necessary.  Ability to understand and apply standard operating procedures.  Ability to coach staff and customers on best practices (technical and business process).  Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date  Identifying and resolving technical issues  Delivering regular and customized training to teams within the business  Preparing maintenance plans and upgrading schedules for the organization's systems  Listening ability and patience.
QUALIFICATION/TECHNICAL KNOWLEDGE Essential:  B.Tech / B.E / MCA ( CS/ IT ) Preferred  Should have 5+ years of experience in application support preferably in-house.  Excellent communication skills (including oral, written, report writing and presentation).  Conflict resolution/negotiation skills.  Typing skill with speed and accuracy.  Problem identification and solution

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