Team Lead- Technical Support For Voice

Role & responsibilities

• Lead and mentor a team of Technical Support Engineers, fostering a collaborative and

efficient work environment.

• Oversee the diagnosis and resolution of technical issues related to APIs and UI for

voice/cloud telephony systems.

• Ensure a smooth onboarding experience for new customers by guiding the team in

initial setup and support.

• Collaborate with cross-functional teams to streamline customer support operations

and improve service delivery.

• Maintain accurate documentation of technical issues, troubleshooting steps, and

customer interactions.

• Act as a point of escalation for complex technical issues and ensure their resolution.
• Regularly communicate with customers to understand their issues in-depth, provide

timely updates, and ensure satisfaction.

• Roster management, Ticketing management, Effective process step up for the team

Requirements:

• Proven knowledge of voice/cloud telephony, API, and related troubleshooting.
• Strong technical troubleshooting skills with a focus on client-centric problem-solving.
• Excellent communication skills, both written and verbal, to manage customer and

team interactions effectively.

• Ability to work effectively in a high-paced, customer-focused environment.

Preferred candidate profile

• Prior experience in a customer-facing technical support role within CPaaS or a similar

domain.

• Expertise in voice/cloud telephony with a demonstrated ability to lead a support team.

• A degree in a relevant field.