Tech Support Lead

21North Europe Assistance

Essential Duties:

Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals.

Oversee the day-to-day operations of the Technical Support Team

Act as a senior agent who will drive customer satisfaction through customer support

Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.

Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer oriented services.

Working effectively with other teams implementing strategies to increase profitability, productivity and overall client experience.

Auditing customer accounts to ensure accuracy of information. Handling escalated issues from customers.

Level I & II support for inbound tickets, email, phone & remote based technical support for on-site and remote employees

Jira tech tickets resolution support & other duties as and when required

Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels

Dynamic, energetic, motivated, positive outlook Skilled in a computerized work environment utilizing Microsoft Office, specifically Word and Excel

Ability to work with minimal supervision

Team player with good interpersonal skills

Good understanding of Web & Mobile Applications, Cloud Technologies

Able to communicate with developers and handle bug fixes with priorities

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.

Monitor team performance and report on metrics

Minimum Qualifications:

Bachelor Degree or College Diploma in a relevant field preferred

5+ years of experience in a Technical Support role

Previous experience in a leadership or management role, preferably in the IT sector.

Experience : 4 - 7 Years

No. of Openings : 1

Education : Diploma, B.A, B.C.A, B.B.A, B.Sc, B.Tech/B.E, M.C.A, M.Com

Role : Tech Support Lead

Industry Type : IT-Hardware & Networking / IT-Software / Software Services

Gender : Male

Job Country : India