Job Description
• Oversee the day-to-day operations of the Technical Support Team
• Act as a senior agent who will drive customer satisfaction through customer support
• Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions • Act as a mentor and provide oversight, coaching, and training to technical support staff
• Be the point of contact when it comes to technical escalations
• Record and track team SLAs and workflows
• Provide support where needed for both internal and external customers.
• Clearly communicate escalated issues to Tier 3 and product managers as needed
• Manage and report on all incoming technical support inquiries
• On-board all new technical support team members
• Assist in the creation of the team KPIs as well as monitor and report on results
• Be actively involved with the operational delivery and UAT if required for new product and feature releases
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner • Work to create any relevant support material for the team
•Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
• Implement any necessary preventive measures to reduce customer faults and issues
• Review all technical support related processes and documentation for continuous improvement • Assist in the creation and implementation of customer self-service material and tools
• Evaluate and analyze Salesforce case trends to prevent future issues
• Act as a senior agent who will drive customer satisfaction through customer support
• Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions • Act as a mentor and provide oversight, coaching, and training to technical support staff
• Be the point of contact when it comes to technical escalations
• Record and track team SLAs and workflows
• Provide support where needed for both internal and external customers.
• Clearly communicate escalated issues to Tier 3 and product managers as needed
• Manage and report on all incoming technical support inquiries
• On-board all new technical support team members
• Assist in the creation of the team KPIs as well as monitor and report on results
• Be actively involved with the operational delivery and UAT if required for new product and feature releases
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner • Work to create any relevant support material for the team
•Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
• Implement any necessary preventive measures to reduce customer faults and issues
• Review all technical support related processes and documentation for continuous improvement • Assist in the creation and implementation of customer self-service material and tools
• Evaluate and analyze Salesforce case trends to prevent future issues
💡 Quick Summary
Seeking a career-building opportunity? The Team Lead TECH SUPPORT position is now open for candidates interested in the BPO Jobs sector. This role in Hyderabad offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
