Technical Support Lead

Company Description NextCode Placement specializes in connecting skilled technology professionals with leading companies through tailored career solutions. The organization focuses on identifying individual strengths and matching them with suitable opportunities in the tech industry. With a mission to empower individuals, NextCode Placement supports professionals in gaining the right skills, roles, and guidance to advance their careers. The team is committed to making each candidate's success a priority, fostering long-term growth and meaningful placements.
Role Description The Technical Support Lead is a full-time, on-site role based in Ahmedabad. This role involves overseeing daily technical support operations, guiding a support team, and ensuring timely resolution of client issues. The Technical Support Lead will diagnose and troubleshoot technical problems, coordinate with internal teams to resolve complex cases, and maintain high standards of customer satisfaction. The role includes monitoring support metrics, improving support processes, documenting solutions, and providing coaching and training to team members. The individual will also interact directly with customers to address escalations and ensure a positive service experience.
Qualifications

• Candidates should possess strong Technical Support and Troubleshooting skills to handle diverse technical issues effectively.
• Candidates should possess solid Analytical Skills to assess problems, identify root causes, and recommend improvements.
• Candidates should possess Customer Support and Customer Satisfaction skills to manage client interactions and maintain a high-quality service experience.
• Candidates should possess excellent communication and interpersonal skills to lead a support team and collaborate with cross-functional stakeholders.
• Candidates should possess experience in leading or mentoring support teams, preferably in a technical or IT environment.
• Candidates should possess a relevant educational background in information technology, computer science, or a related field, or equivalent practical experience.
• Candidates should possess familiarity with support ticketing systems, documentation practices, and basic networking or software concepts.