Hiring For Team Lead - Technical Support @ Quick Heal

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

Please share your CV's at sa*******c@qu******l.co.in

Job Classification

Industry: IT Services & Consulting
Functional Area: Customer Success, Service & Operations,
Role Category: Operations Support
Role: Operations Support
Employement Type: Full time

Education

Under Graduation: Any Graduate
Post Graduation: MS/M.Sc(Science) in Any Specialization, Medical-MS/MD in General Surgery

Contact Details:

Company: Quick Heal
Address: OFFICE NO 7010 C AND D,7TH FLOOR,MARVEL EDGE,VIMAN, NAGAR,VIMANNAGAR, PUNE, Maharashtra, India
Location(s): Pune

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Keyskills:   conflict resolution technical support team leading leadership team performance action plan customer experience