Talent Acquisition at 3i infotech Ltd
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3i Infotech - Team Lead - Technical Support - Dealer Management System (5-10 yrs)
- The Technical Support Team Lead is responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team.
- As a team lead, deliver exceptional support to customer through phone, email and chat. This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training. The Technical Support Team Lead will work within the Customer Success Team and will report to the Director of Customer Success. This position is an advocate in the overall culture, vision and values of EROAD.
Responsibilities :
- Oversee the day-to-day operations of the Technical Support Team & monitor ITMS Tool tickets.
- Act as a senior agent who will drive customer satisfaction through customer support
- Provide direct supervision of the technical support staff which may include recruitment, evaluations, and disciplinary actions
- Act as a mentor and provide oversight, coaching, and training to technical support staff
- Be the point of contact when it comes to technical escalations
- Record and track team SLAs and workflows
- Provide support where needed for both internal and external customers.
- Clearly communicate escalated issues to Tier 3 and product managers as needed
- Manage and report on all incoming technical support inquiries
- On-board all new technical support team members
- Assist in the creation of the team KPIs as well as monitor and report on results
- Be actively involved with the operational delivery and UAT if required for new product and feature releases
- Monitor team performance and report on metrics
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
- Work to create any relevant support material for the team
- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
- Implement any necessary preventive measures to reduce customer faults and issues
- Review all technical support related processes and documentation for continuous improvement
- Assist in the creation and implementation of customer self-service material and tools
- Evaluate and analyze Salesforce case trends to prevent future issues
