Quick Heal Technologies Looking for Hiring For Team Lead – Technical Support at Pune Full Time

Job Description

Quick Heal Technologies is hiring for Team Lead – Technical Support

Mandatory : Looking for multilingual candidates who can speak South Indian Languages.

Job Description:

Supports service activities by directing and overseeing team members, resolving complaints, developing product and procedures to enhance productivity and performance. Oversee a team of Technical Support Personnel, ensuring support is consistently delivered as per defined KPIs & SLAs.

• Be in line with organizational & vertical goals
• Organize and manage regular briefings for the team, A point of contact for all Technical Support issues / queries / escalations. Provide mentoring and advice regarding generic network environments to facilitate faster resolution times
• Clearly communicate goals and assignments to staff as part of one to one and group meetings
• Provide weekly reports to the management on operational and Quality parameters & recognize agent performance
• Monitor and review Technical Support work levels, looking for overdue cases, quality and activity levels & highlighting risk to service levels
• Ensuring appropriate training, mentoring and coaching is available for all staff
• Escalate employee and performance concerns to the management & raise awareness and execute action plan
• Team & Customer conflict resolution, Continual Improvement of all aspect of team performance and processes
• Escalates complex / unknown / new issues to higher level of expertise within organization
• Constant improvement in customer experience, product enhancements, sharing KB articles