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02/07 Sachin Khatana
HR Recruiter at Emprego Solutions

Views:13 Applications:9 Rec. Actions:Recruiter Actions:2

Team Leader - Technical Support - International Market (5-10 yrs)

Delhi NCR/Gurgaon/Gurugram Job Code: 165374

- 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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

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