Team Lead

17 hours ago

Salt Lake Kolkata West Bengal, India Patel Family Office Full time ₹ 24,000 per year

The Technical Support Team Leader will be responsible for supervising and guiding a team of technical support engineers/executives to ensure efficient resolution of customer issues. The role requires strong technical knowledge, leadership skills, and a focus on maintaining high levels of customer satisfaction and team performance.

Key Responsibilities:

  • Lead, mentor, and supervise a team of technical support representatives.
  • Monitor daily operations to ensure timely resolution of customer queries, incidents, and service requests.
  • Provide hands-on technical support for complex or escalated issues.
  • Develop team performance metrics (SLAs, CSAT, FCR) and ensure targets are met.
  • Conduct regular training sessions to enhance product and troubleshooting knowledge.
  • Manage shift schedules, workload distribution, and escalation procedures.
  • Collaborate with other departments (Engineering, QA, Product, etc.) to address recurring technical issues.
  • Prepare regular performance and incident reports for management.
  • Maintain documentation for processes, FAQs, and knowledge base articles.
  • Identify process improvement opportunities to increase efficiency and service quality.
  • Required Skills & Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 3-5 years of experience in technical support, with at least 1–2 years in a leadership/supervisory role.
  • Strong understanding of IT systems, networks, and troubleshooting tools.
  • Excellent problem-solving, analytical, and communication skills.
  • Proven ability to manage team performance and motivate staff.
  • Experience with helpdesk/ticketing systems (e.g., Zendesk, Jira, Freshdesk).
  • Ability to handle high-pressure situations and multiple priorities.

Preferred Qualifications:

  • ITIL certification or equivalent knowledge.
  • Experience in supporting SaaS or enterprise software environments.
  • Knowledge of CRM systems, APIs, or cloud technologies.

Key Performance Indicators (KPIs):

  • SLA adherence rate
  • Customer satisfaction (CSAT/NPS)
  • First call resolution rate
  • Ticket backlog and response time
  • Team productivity and attrition rate

Job Type: Full-time

Pay: ₹15, ₹24,000.00 per year

Work Location: In person

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