Technical Support Lead
- India
- Permanent
- Full-time
- Lead, mentor, and develop a team of technical support agents, promoting a collaborative and productive environment.
- Troubleshoot complex technical issues escalated by team members and offer solutions to ensure customer problems are resolved.
- Establish and refine support processes, ensuring adherence to service level agreements (SLAs).
- Analyze support metrics and trends to identify areas for improvement and implement strategies accordingly.
- Provide ongoing training to the support team on new products, services, and troubleshooting techniques.
- Act as a liaison between the support team and other departments to communicate customer needs and feedback.
- Maintain comprehensive documentation and knowledge base articles to assist the support team and customers.
- Bachelor's degree in Information Technology, Computer Science, or related discipline.
- Minimum 5 years of experience in a technical support role, with at least 2 years in a leadership position.
- Strong troubleshooting skills and expertise in diagnosing and resolving technical issues.
- Exceptional communication and interpersonal skills to interact effectively with clients and team members.
- Familiarity with support ticketing systems and trouble ticket management.
- Ability to work under pressure and manage multiple priorities in a fast-paced environment.
- Proficiency in creating reports and analyzing performance metrics.
- ITIL certification or experience is a plus.
- Paid Time Off
- Work From Home
- Performance Bonus
- Training & Development