- Urgent Hiring for Team Leader - International Technical support - / TL - Tech support - Global

- Salary upto 8lpa

- 5 days working 2 Rotational off

- Flexible Shift timings

- Required more then 5 yrs of working experience with Technical support (including More then 2 yrs with Technical support team handling)

Experience : 

- 5+ years of experience in a client facing role that includes team management

- Graduation - must be Graduate ( M.TECH / B.tech in Computer science / IT ) / BCA / MCA / Bsc in computer science / IT )

Job Description : 

- Act as a liaison between various business groups, both internal and external- in order to provide world-class support to our clients

- Oversee a team of 9-10 members whose primary job is to troubleshoot Tier-1 Support issues and ensure their operations runs optimally

- Take prompt ownership of client escalations, and co-ordinate with both internal (i.e., relevant business groups) and external stakeholders (i.e., clients) in providing a satisfactory resolution

- Proactively analyse issues, and share trends and observations with relevant business groups so that they can work towards optimizing our applications as part of a continuous process

- Verify technical fixes/resolutions and fulfil incident documentation for future references

- Recruit and train new-hires

- Coach and mentor existing team-members to deliver quality service

- Establish best practices throughout, i.e, from technical to business processes

- Prepare regular reports for top-management highlighting major issues and trends

- Excellent written and verbal communication skills. Multi-lingual skills (foreign languages) will be an advantage

- Company has integrations with multiple other applications, including Oracle, Fidelio, etc.

Required Expectations/ Outcomes of the Role :

Competencies :

- Product Knowledge Thorough knowledge of all modules, and interfaces

- Client Communication SPOC for managing Client escalations

- Process Orientation Work on optimizing existing processes

- Cross-functional and Interpersonal Skills Seamlessly connect across all functions to ensure customer issues are resolved with utmost priority

- Leadership Skills Responsible for retention, and career growth of team members

- Analyzing Trends Proactively share trends and analysis with relevant business groups

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