Team Leader/Manager

• Reporting to Manager/Senior Manager of Customer support.
• Team lead/Manager Technical support will work with a variety of teams, Customer Success and Technology.
• Develop an organization that attracts and retains talented employees.
• Focus on ensuring employees feel valued and invested in their work.
• Manage a team of high-end Technical Engineers and responsible for ensuring all SLAs are met
• Should be abreast to take over escalated tickets and communicate with customers
• Ensure policy adherence and performance metrics are achieved
• Communicate feedback adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement.
• Mentor team members and facilitate career development Provide daily, weekly and monthly reports to the team and leadership about the team s performance on various metrics
• Manage client escalations and find resolution
• Perform quality checks for the team by auditing calls and emails and provide feedback to individual members of the team.
• Travel to do meetings in Delhi NCR

Skills Required :

• Team leader / Manager Technical support must have excellent customer handling skills and team management as their primary focus is driving resolution to Technical customer queries.
• Must have: Knowledge of SQL, HTML and API Integration
• Must have: A minimum of 2 years of team managing experience
• Should have overall 3-4 years of experience in a technical
• Should have spent at least a year managing a group of 10 or more FTE full time in the role of a team manager or team leader.
• Excellent communication skills (verbal and written)
• Should be a self-starter and must possess an excellent performance track record with present employer
• Strong business acumen, ethics and high integrity
• Candidate must rank within the top 10% of their present team High comfort level in using online software products
• Must be articulate, organized, detail-oriented, and have the ability to multi-task
• Quick learner, with a positive attitude and ability to manage and motivate people Relevant