About Company
Tech Mahindra offers innovative and customer-centric digital experiences, enabling enterprises, associates, and society to Rise for a more equal world, future readiness, and value creation. It is a USD 6.5+ billion organization with 148K+ professionals across 90 countries helping 1250+ global customers, including Fortune 500 companies. It is focused on leveraging next-generation technologies including 5G, Metaverse, Blockchain, Quantum Computing, Cybersecurity, Artificial Intelligence, and more, to enable end-to-end digital transformation for global customers. It is the only Indian company in the world to receive the HRH The Prince of Wales’ Terra Carta Seal for its commitment to creating a sustainable future. It is the fastest growing brand globally in ‘brand value rank’ and among the top 7 IT brands globally in brand strength with AA+ rating. With its NXT.NOWTM framework, Tech Mahindra aims to enhance ‘Human Centric Experience’ for its ecosystem and drive collaborative disruption with synergies arising from a robust portfolio of companies. It aims at delivering tomorrow’s experiences today and believes that the ‘Future is Now’.
Job Summary
Job Description: Technical Support Team Leader Position Overview: We are seeking a highly skilled and experienced Technical Support Team Leader to manage and lead our technical support team. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for delivering exceptional customer service. The Technical Support Team Leader will be responsible for overseeing the day to day operations of the technical support team, providing guidance and support to team members, and ensuring that customer inquiries and technical issues are resolved in a timely and efficient manner.
Responsibilities: Manage and lead a team of technical support representatives, providing guidance, coaching, and mentoring to ensure team members meet performance objectives. Set performance goals and KPIs for the team, monitor individual and team performance, and provide regular feedback to improve productivity and customer satisfaction. Handle escalated customer issues and complex technical problems, ensuring timely and effective resolution. Coordinate and prioritize team activities to ensure the efficient handling of customer inquiries and technical issues. Conduct regular team meetings to communicate important updates, share best practices, and address any challenges or concerns. Develop and maintain effective training programs to enhance the technical skills and knowledge of team members.
Collaborate with other departments, such as product development and quality assurance, to provide feedback on customer issues, identify trends, and contribute to the improvement of products and services. Stay updated on industry trends and emerging technologies to provide expert technical support and advice to team members and customers. Maintain accurate records of customer interactions, technical issues, and resolutions in a ticketing or CRM system. Prepare and analyze reports on team performance, customer satisfaction, and key metrics to identify areas for improvement and implement strategies to enhance team efficiency and customer experience.
Requirements: Bachelor's degree in a technical field or equivalent practical experience. ITSM Certified Proven experience in a technical support role, preferably in a leadership capacity. Strong technical background and knowledge of computer systems, software applications, and networking. Excellent leadership and communication skills, with the ability to motivate and inspire a team. Demonstrated problem solving and decision making abilities in a fast paced environment.
Exceptional customer service skills with a focus on customer satisfaction. Ability to handle escalated customer issues and manage customer expectations effectively. Proficient in using ticketing or CRM systems to manage customer interactions and technical issues.
Experience: in developing and delivering technical training programs. Strong organizational and time management skills to prioritize and manage multiple tasks effectively. Flexibility to work in shifts and provide on call support as needed
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