Team Lead- Tech Support
2 weeks ago
As a Team Lead – Technical Support, you will oversee a team of technical support
agents, ensuring high-quality service delivery, adherence to SLAs, and continuous
process improvement. You will act as a bridge between management and the support
team, monitoring performance, mentoring team members, and ensuring customer
satisfaction.
Required Candidate Profile
- Experience: Minimum 2 years in a Team Lead or supervisory role in technical
support.
- Qualifications: HSC/Graduate.
- Skills: Proven people management and leadership skills, strong analytical and
problem-solving abilities, excellent communication skills, and hands-on
experience in troubleshooting technical issues.
- Work Mode: Work From Office (WFO).
- Joining: Immediate joiners preferred.
Key Responsibilities
- Monitor team performance and report on KPIs weekly and monthly.
- Track team SLAs, workflows, and ensure adherence to processes.
- • Assist in creation and monitoring of team KPIs, ensuring results are met.
- • Review technical support processes and documentation; drive continuous
- improvement.
- • Support the creation and implementation of customer self-service materials and
- tools.
- • Mentor and coach team members to enhance performance and knowledge.
- • Act as the first line of support for escalated issues and troubleshooting.
- • Foster a service-focused team culture that emphasizes quality, efficiency, and
- customer satisfaction.
- Skills & Competencies
- • Strong leadership and people management skills.
- • Excellent analytical, problem-solving, and communication abilities.
- • Ability to quickly learn and work with new technologies.
- • Experience managing service-oriented teams in a BPO or technical support
- environment.
- • Customer-first mindset with focus on SLA compliance and process adherence.
- Interview Structure:
- • HR Round
- • Operations/Technical Round
- • CEO Round
Job Type: Full-time
Pay: ₹700, ₹800,000.00 per year
Application Question(s):
- How many years of experience you have in technical support?
- This is for US Shift, are you comfortable?
- How many years of experience you have with leading a team?
- Are you comfortable with walk in interview?
Work Location: In person
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