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Team Lead (T3)
NdimensionZ Solutions
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Team Lead T3
How you fit in
Reporting directly to the Escalated Support Manager, the Team Lead will focus on the
following:
Team Lead Position (any tier) is responsible for overseeing and maximizing the Support teams
(assigned Tier and location) performance to respond, resolve and effectively escalate the tickets
across all the products and services. WHC targets at least 95% of the overall tickets to be
resolved by the Support Services organization, with only 5% tickets trickling to other
departments.
Team Lead is to coach and mentor the staff, conduct staff meetings, manage the coverage,
oversee all day-to-day operations, and work closely with the Direct supervisor (Global Support
Manager or Escalated Support Manager) on the alignment of the team with the customers
needs and department s objectives and standards.
Support is the face of the company, representing the Customer Experience organization. As a
result, each Technical Support Specialist is responsible for exhibiting the most positive impactful
first engagement with the customer, providing an effortless customer experience, and
demonstrating strong listening/understanding skills and empathy. The Team Lead is to set an
example and position himself/herself as the escalation point available to assist the customers
and coach the staff.
This role consistently interacts with other company leaders, staff, and key customers and
requires excellent English language (written and verbal) .The ongoing growth of technical and
business skills is a must.
You Will Make an Impact By
Shift Supervisor Work
Staff Management (for team assigned)
QA (for team assigned)
Escalated Support
Customer Complaint Management
Who you are:
You are performing the duties of the Shift Supervisor when on shift. The duties include:
Perform real-time Support Services oversight to mitigate risks, including live comms
supervision, breaks review and incident management.
Ensure that tickets under Support & Support Escalated Queues are attended to in a timely
fashion and the SLAs are met by effectively using the Support Dashboard and assisting to
dispatch the tickets if necessary.
Respond to questions on our Teams channels.
Identify coaching opportunities, notifying respective team leaders
Coordinate resolution of the complaints by escalating to the Complaints Channel
You are assisting the direct supervisor to oversee day-to-day operations of Support
Services. Work with the direct supervisor to drive complete alignment of the team with
the Support Services Playbook and Job Scorecards. Ensure the team consistently meets
the productivity targets set.
You are assisting the direct supervisor to spearhead the delivery of the top-level
customer experience by the Support Services organization as the face of the company.
Continuously deliver feedback and analytics to the direct supervisor on things that can
be improved to drive customer experience to the next level.
You are working with the direct supervisor to fully align with the headcount targets and
the coverage model. Facilitate the new employee On-boarding training. Support
employee growth and alignment with the business objectives.
You are conducting team and employee one-on-one and team meetings. Take every
opportunity to mentor, coach and motivate the staff. Collaborate with the direct
supervisor and other leaders to improve your team s engagement, skills and contribution
to WHC.
Extra Projects - as assigned by the direct supervisor or Director of CX
Qualifications:
2+ years of support shift supervisory experience
10 + years of Technology experience
5+ years of experience with providing customer support for website hosting, domain names &
DNS management, cloud infrastructure, or equivalent
5+ years of experience using cPanel/WHM or Plesk
Demonstrated full mastery of most of the following Skills (DNS, Email, Databases, SSL &
Security, Website performance, WordPress & other CMS, Domains, Migrations, Backups, PHP
Scripting (Basic), SSH & Bash (Basic), SEO/SEM (Basic)
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Team Lead roles with real interview advice
People are getting interviews at NdimensionZ Solutions through
People are getting interviews through
(based on 4 NdimensionZ Solutions interviews)
Company Website
Referral
Job Portal
50%
25%
25%
Moderate
Confidence
?
Moderate Confidence means the data is based on a sufficient number of responses received from the candidates
What people at NdimensionZ Solutions are saying
Team Lead salary at NdimensionZ Solutions
reported by
4
employees
with 3-14
years exp.
₹3
L/yr - ₹9.9
L/yr
13%
less
than the average Team Lead Salary in India
View more details
What NdimensionZ Solutions employees are saying about work life
based on 55 employees
Flexible timing
Monday to Friday
No travel
Day Shift
NdimensionZ Solutions Benefits
View more benefits
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