L1 Tech Support Lead
- SPECTRA
- 6 - 11 years
- Noida, Gurugram
- 9 months ago
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Job Description
L1 Tech Support Lead
Position requires a candidate who can lead a team of Engineers engaged into working on Customer Tickets. The position is responsible for Partner Management, Driving SLAs,Quality of Technical Resolution,ensuring high levels of customer satisfaction, and working on continous capability development for a solution based support team thereby delivering exceptional service to Home, Enterprise & B2B customers.
Responsibility: Experience in Team Management : (Team Size: 15-20) 1. Manage Technical Support Engineers engaged into SR Resolution of all Products -Broadband, Leaseline,Firewall,SDWAN, Managed Wi-Fi etc
2. Enhance Technical Capability of L1 team by building a Training and Certification Roadmap for all Spectra Products.
3. Build, mentor, and lead a high-performing Customer Experience & Technical support team capable of meeting current and future support needs.
4. Develop and implement Training Programs to enhance team skills, customer service capabilities, and develop subject-matter experts to increase online resolution.
5. Coach & motivate team to deliver high performance & low attrition.
6. Customer Satisfaction and Experience - Ensure robust process of Customer Tickets management, Service improvement plans via L2 to provide high levels of customer satisfaction. Implement strategies to improve the customer support experience, resolution time, communication, acting as ultimate escalation point for resolution.
7. Quality Assurance and Continuous Improvement - Implement quality assurance processes & establish a continuous improvement culture within the support team, encouraging feedback, innovation, and proactive identification of areas for improvement.
8. Reduction in Customer Complaints : Drive Customer Complaints reduction programme with CFT Teams.
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Engineering - Hardware & Networks, Role Category: Hardware and Networks - OtherRole: Hardware and Networks - OtherEmployement Type: Full timeContact Details:
Company: SPECTRALocation(s): Noida, Gurugram
Keyskills: Team Handling L1 Technical Support L1 or L2 Team Handling Team Leading Networking Products Sdwan Wireless Networking Customer Tickets Cisco Networking Technical Resolution
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