• Team Leader/Manager - Technical Support Jobs in Gurgaon,India

  • K & R Enterprises

Job Description:


- The client is searching for a top-notch Team Leader / Manager to lead a team of Technical support Engineers in a fast-paced organization

- Along with Customer happiness, we take employee happiness very seriously and its core to our DNA You must truly enjoy a startup environment where we move fast, adjust the organization as needed, and be adaptable to change

Roles & Responsibilities

- Reporting to Manager/Senior Manager of Customer support

- Team lead/Manager Technical support will work with a variety of teams, Customer Success and Technology

- Develop an organization that attracts and retains talented employees

- Focus on ensuring employees feel valued and invested in their work

- Manage a team of high-end Technical support Engineers and responsible for ensuring all SLAs are met

- Should be abreast to take over escalated tickets and communicate with customers

- Ensure policy adherence and performance metrics are achieved

- Communicate feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement

- Mentor team members and facilitate career development

- Provide daily, weekly and monthly reports to the team and leadership about the teams performance on various metrics

- Manage client escalations and find resolution

- Perform quality checks for the team by auditing calls and emails and provide feedback to individual members of the team

Skills Required

- Team leader / Manager Technical support must have excellent customer handling skills and team management as their primary focus is driving resolution to Technical customer queries

- Must have Knowledge of SQL, HTML and API Integration

- Must have A minimum of 3 years of team managing experience

- Should have overall 8-10 years of experience in a technical support international voice process, supporting US, UK or Australia clients

- Should have spent at least a year managing a group of 15 or more FTE full time in the role of a team manager or team leader

- Should be well versed with service scorecards, six sigma concepts for managing service delivery ( certification and live project experience a plus )

- Excellent communication skills (verbal and written)

- Should be a self-starter and must possess an excellent performance track record with present employer

- Strong business acumen, ethics and high integrity

- Candidate must rank within the top 10% of their present team

- High comfort level in using online software products

- Must be articulate, organized, detail-oriented and have the ability to multi-task

- Quick learner, with a positive attitude and ability to manage and motivate people

Relevant Work Experience 8-10 Years

Education Bachelors engineering degree with strong academic credentials Preference would be given to technical graduates who have worked on MS SQL/MySQL/databases

Shift Timings 630pm to 430am (IST)

Interested candidate can send their cv or may call at +91 99531 38435

Profile Summary:

Employment Type : Full Time
Salary : Not Mentioned
Deadline : 21st Mar 2020

Key Skills:

Company Profile:

Not Mentioned

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