Lead Technical Support Analyst

4 hours ago

Bengaluru, Karnataka, India staffhire Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Job Title: Lead Technical Support Analyst Role Overview: The Lead Technical Support Analyst plays a crucial role in providing advanced technical support and leadership within the organization. This individual is responsible for independently leading tier 2 support efforts, offering expert insights, and mentoring junior team members. The role involves problemsolving, client engagement, product expertise, and effective communication. Key Responsibilities:
  1. Problem Analysis and Holistic Solutions:
  • Analyze complex issues and identify comprehensive solutions that align with client goals.
  • Balance client outcomes with organizational objectives.
  1. Subject Matter Expertise:
  • Demonstrate deep expertise in the designated domain.
  • Provide guidance and direction to the team and represent the company to stakeholders.
  1. Product Alignment and Value Maximization:
  • Match the product portfolio with client needs to maximize value and influence client decisions.
  1. Effective Communication:
  • Exhibit excellent presentation, communication, and teamwork skills.
  • Build and maintain positive relationships with internal teams and clients.
  1. Leadership and Facilitation:
  • Lead and facilitate large group discussions and working sessions.
  • Use influence to drive positive outcomes.
  1. Solution Packaging:
  • Assess stakeholder requirements and present compelling solutions to decisionmakers.
  • Collaborate and negotiate across departments to meet client and departmental needs.
  1. Creative Problem Solving:
  • Apply lateral and conceptual thinking to design appropriate solutions.
  • Pay attention to detail and manage timelines effectively.
  1. Multitasking and Collaboration:
  • Handle multiple priorities and tasks.
  • Collaborate with team members and external stakeholders to balance workloads.
  1. Maintain Professionalism:
  • Remain calm, objective, and professional in a fastpaced and demanding environment.
Qualifications:
  • Graduation in a relevant field.
  • 710 years of experience in ITSoftware Software Services testing industry.
Location: Bangalore In summary, the Lead Technical Support Analyst is a seasoned professional who excels in problemsolving, client engagement, and leadership. They are a trusted advisor, contributing to the success of both clients and the organization through their expertise and effective communication.

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