Technical Support Job in Tycho Technologies Pvt Ltd

Job Description

The Technical Support Team Lead is responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team. As a team lead, this position will partner with the Director of Customer Success to deliver exceptional support to customer through phone, email and chat. This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training.

The Technical Support Team Lead will work within the Customer Success Team and will report to the Director of Customer Success. This position is an advocate in the overall culture, vision and values of Tycho.

Skills & Qualifications:

• Oversee the day-to-day operations of the Technical Support Team.

• Act as a senior agent who will drive customer satisfaction through customer support.

• Act as a mentor and provide oversight, coaching, and training to technical support staff.

• Be the point of contact when it comes to technical escalations.

• Clearly communicate escalated issues to Tier 3 and product managers as needed.

• Manage and report on all incoming technical support inquiries.

• Be actively involved with the operational delivery and UAT if required for new product and feature releases.

• Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents.

• Assist in the creation and implementation of customer self-service material and tools.

Skills & Qualifications:

Number of Position: 2

Location: Noida

Compensation: Best as per Industry

Working Days: 5 Days working, Sat-Sun Off

Email

[email protected]