Technical Support Lead (To be based in Mohali)

Overview:

As a Technical Support Lead, you will be responsible for leading and managing a team of technical support specialists to deliver exceptional ALMP platform service and technical assistance. You will work closely with cross-functional teams to ensure timely resolution of customer issues, contribute to process improvement initiatives, and provide technical guidance to team members.

Responsibilities:

1) Team Leadership: Lead, mentor, and motivate a team of technical support specialists to achieve departmental goals and objectives.

2) Issue Resolution: Oversee the timely resolution of customer inquiries, proactively followup technical issues, and escalations, ensuring high levels of customer satisfaction.

3) Resource Management: Allocate resources effectively to meet service level agreements (SLAs) and optimize team productivity.

4) Training and Development: Provide ongoing training, coaching, and regular feedback to team members to enhance technical skills and customer service capabilities.

5) Process Improvement: Identify opportunities for process optimization and efficiency enhancements within the technical support workflow.

6) Quality Assurance: Implement quality assurance measures to maintain high standards of service delivery and customer satisfaction.

7) Cross-Functional Collaboration: Collaborate with other departments, such as product development, engineering, and sales, to address customer needs and improve product offerings.

8) Reporting and Analysis: Monitor key performance metrics of the platform/support process, analyze trends, and generate reports to track team performance and identify areas for improvement.

9) Customer Advocacy: Serve as a customer advocate within the organization, representing customer feedback and driving initiatives to enhance the overall customer experience.

10) Technical Expertise: Maintain a deep understanding of the company's products, services, and technologies to provide effective technical support and guidance to customers and team members.

Qualifications:

1) Bachelor's degree in computer science, information technology, or a related field.

2) Proven experience in a technical support role, with at least 5 years of experience in a leadership or supervisory capacity.

3) Strong technical background and proficiency in troubleshooting software, hardware, network issues and reporting.

4) Excellent communication skills, with the ability to effectively interact with customers, team members, and stakeholders.

5) Advance SQL and Microsoft Office Skills (Excel, Word & Powerpoint)

6) Strong leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals.

7) Solid understanding of ITIL principles and best practices in technical support operations.

8) Experience with customer relationship management (CRM) systems and helpdesk softwares.

9)Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

10) Certifications such as ITIL are a plus.

11) Willingness to work flexible hours, including weekends and holidays, to meet customer needs.,