Team Lead- Tech Support

2 weeks ago

Navi Mumbai, Maharashtra, India Whitefield Careers Full time ₹ 7,00,000 - ₹ 8,00,000 per year

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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