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

  B.A, B.B.A, B.C.A, B.E, B.Sc, Diploma, M.C.A, M.Com

• Role

  Tech Support Lead

• Industry Type

  IT-Hardware & Networking / IT-Software / Software Services

• Gender

  Male

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office