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Technical Support Lead_Avinash_Ecom Express

Remote: 
Full Remote
Contract: 
Full time
Work from: 
India

Offer summary

Qualifications:

7-10 years of experience in a lead role., B.Tech/B.E/MCA in Computer Science or IT preferred., Excellent communication skills, both oral and written., Strong problem identification and resolution skills..

Key responsibilities:

  • Manage the support team and ensure adherence to KPIs/KRAs.
  • Provide day-to-day supervision and coaching to team members.
  • Handle escalated calls and technical issues as necessary.
  • Maintain a ticketed query system and deliver training to teams.

CodersBrain logo
CodersBrain SME https://www.codersbrain.com/
201 - 500 Employees
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Job description

JOB PURPOSE:
1. Managing support team and ensure that all the required KPIs/KRA are followed by the team.
2. Ensure best in class support to the internal users, along with external users as per the requirement.

Essential
 7-10 years of experience as a Lead.
 Provides day-to-day supervision of team members on their daily work using performance metrics, and company processes to ensure team members are performing in-line with company standards.
 Excellent knowledge of MS Word, Excel, and PowerPoint.
 Training, coaching, monitoring directing of assigned team members.
 Handle escalated calls, complaints, questions, and queries as necessary.
 Ability to understand and apply standard operating procedures.
 Ability to coach staff and customers on best practices (technical and business process).
 Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
 Identifying and resolving technical issues
 Delivering regular and customized training to teams within the business
 Preparing maintenance plans and upgrading schedules for the organization’s systems
 Listening ability and patience.

QUALIFICATION/TECHNICAL KNOWLEDGE
Essential:
 B.Tech / B.E / MCA ( CS/ IT ) Preferred
 Should have 5+ years of experience in application support preferably in-house.
 Excellent communication skills (including oral, written, report writing and presentation).
 Conflict resolution/negotiation skills.
 Typing skill with speed and accuracy.
 Problem identification and solution

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Issue ManagementPerformance MetricConflict ResolutionStandard Operating Procedure

Other Skills

  • Team Management
  • Training And Development
  • Microsoft Excel
  • Microsoft PowerPoint
  • Microsoft Word
  • Coaching
  • Active Listening
  • Patience
  • Communication
  • Problem Solving
Are you interested?

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