Team Lead - Technical Support

Team Lead - Technical Support

Job Overview : Dozee Technical Support Team provides round the clock remote support to clients across the globe.We are seeking a highly motivated and hands-on Technical Support Lead with a strongbackground in software and hardware troubleshooting and remote support. This role requires abalance of individual technical contribution and team leadership. The ideal candidate will beresponsible for managing day-to-day team operations, ensuring timely resolution of technicalissues, and collaborating cross-functionally with field teams, engineering, and product teams todrive long-term solutions.

Key Responsibilities

• Team Leadership & Operations Management
• Lead and manage the day-to-day operations of the technical support team, ensuring adherence to Service Level Agreements (SLAs), Turnaround Times (TAT), and Key Activity and Result Areas (KARAs).
• Develop and implement strategies to optimize team performance and efficiency.
• Roster & Shift Management :
• Oversee and manage team rosters, ensuring adequate coverage and balanced workloads to meet operational requirements.
• Client Engagement & Escalation Handling :
• Act as the primary point of contact for client escalations, addressing and resolving complex technical issues promptly.
• Maintain strong client relationships, ensuring high satisfaction levels and effective communication.
• Training & Development :
• Conduct regular training sessions for the support team to enhance technical skills and product knowledge.
• Foster a culture of continuous learning and improvement within the team.
• Ticket Resolution & Incident Management :
• Ensure timely and effective resolution of support tickets, minimizing downtime and disruption for clients.
• Oversee incident management processes, coordinating with cross-functional teams as necessary.
• Reporting & Performance Monitoring :
• Generate and analyze performance reports, providing insights into team performance, ticket trends, and areas for improvement.
• Monitor key performance indicators (KPIs) to ensure service excellence.
• Process Improvement & Documentation :
• Identify opportunities for process enhancements to improve efficiency and service quality.
• Maintain comprehensive documentation of support procedures, troubleshooting guides, and knowledge base articles.

Desired Experience :

Preferred Skills :

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