Job Summary:
We are seeking a highly skilled and motivated Lead Technical Support to oversee technical support operations. The ideal candidate will be responsible for managing the internal IT Support team, ensuring efficient resolution of technical issues, improving support processes, and enhancing customer experience. This role requires strong leadership, problem-solving abilities, and excellent communication skills to drive process improvements and maintain high service levels.
Roles and Responsibilities
Team Management:
- Lead and manage a team of technical support engineers, providing guidance, mentorship, and performance evaluations.
- Assess team skills and performance, identify gaps, and provide required training.
- Establish and enforce best practices across the technical support process.
- Develop and implement strategies to improve team efficiency and customer satisfaction.
- Ensure compliance with SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
- Recruit, train, and retain top technical support talent.
- Encourage continuous learning and professional development within the team.
Customer Management:
- Plan, develop, implement, and improve support processes to meet business needs and SLAs.
- Facilitate seamless onboarding of customers and vendors/suppliers by guiding the team and mitigating technical challenges.
- Handle and manage customer escalations, providing feedback and action plans to internal teams and stakeholders.
- Establish and maintain best practices for troubleshooting, documentation, and customer communication.
Traffic / Platform Management:
- Manage Quality of Service (QoS) and oversee technical and commercial aspects of ILD (International Long Distance) and international traffic for clients.
- Maintain supplier connections and troubleshoot issues to ensure high availability and performance.
- Identify and implement improvements in coordination with internal teams to enhance quality and revenue.
Process and Technology Optimization:
- Monitor and analyze support metrics to identify areas for improvement.
- Drive continuous improvement initiatives, including automation and knowledge base enhancements.
- Stay updated on industry trends, emerging technologies, and best practices in technical support.
- Collaborate closely with Engineering, Product Management, and DevOps teams to resolve complex technical issues efficiently.
Required Qualifications, Skills, and Experience
Educational & Professional Qualifications:
- BE / B.Tech in Computer Science, Information Technology, or a related field.
- Minimum 5 years of experience in technical support or IT operations, with at least 2 years in a managerial role.
Technical Skills:
- Hands-on experience with advanced Linux commands and SQL queries.
- Strong background in networking, software troubleshooting, and system administration.
- Experience working with ticketing systems, CRM tools, and support automation solutions.
- Knowledge of scripting languages and automation tools is an added advantage.
Soft Skills & Leadership Abilities:
- Strong analytical and problem-solving skills with a customer-centric mindset.
- Excellent communication, leadership, and interpersonal skills.
- Ability to handle high-pressure situations and manage multiple priorities effectively.
- Highly organized, task-oriented, and capable of prioritization and multitasking.
- Proven people management and supervisory skills.
Why Join Us
- Opportunity to lead and build a high-performing technical support team.
- Work in a dynamic, fast-paced environment with modern technologies.
- Play a key role in improving customer experience and optimizing support processes.
