Technical Support Lead
Pune, India
Full Time
Server Engineering
Mid Level
Responsibilities:
- Lead and manage the technical support team, providing guidance, coaching, and mentorship to fellow tech support specialists.
- Oversee the day-to-day operations of the support team, ensuring that service levels and response times are met.
- Handle escalated customer issues ensuring timely resolution.
- Collaborate with cross-functional teams, including Project Managers, Solution Architects and developers, to address customer needs and enhance product offerings.
- Develop and implement support processes, tools, and documentation to optimize the team's efficiency and effectiveness.
- Continually assess current communication processes, propose improvements, and implement best practices with the overall goal of providing an effective and delightful customer support experience.
- Conduct regular performance reviews, provide feedback, and identify areas for skill development and improvement.
- Analyze support ticket trends, identify root causes, and propose initiatives to enhance product reliability and customer satisfaction.
- Leverage prior experience in tech support for B2B2C products to establish support metrics and KPIs, generate reports, and present findings to management.
Qualifications:
- Bachelors/Masters degree Science/Engineering, or a significant related experience.
- 5+ years of experience in technical support or a similar customer-facing role.
- Excellent communication skills, with the ability to articulate technical concepts to both technical and non-technical audiences.
- Proven experience in a leadership or supervisory role, with the ability to motivate and inspire a team.
- Prior experience supporting B2B2C products, with a deep understanding of the unique challenges and considerations in this context.
- Experience working with cloud-native platforms (e.g., AWS, Azure, GCP) and virtualization technologies.
- Proven ability to work independently, manage multiple priorities, and adapt to a fast-paced and evolving environment.
- Experience working with outsourced and in-house support team members
- Ability to work directly with key enterprise customers during production matters
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