Welspun GCC - Technical Support Lead Engineer - Troubleshooting (13-15 yrs)

Responsibilities ff Tech Support I :

- Lead and manage a team of technical support professionals, ensuring they deliver high-quality customer service and technical support.

- Troubleshoot and resolve complex software, hardware, and networking issues.

- Utilize support tools, ticketing systems, and remote diagnostics to manage and track issues.

- Collaborate with development teams to provide technical feedback and drive continuous improvement.

- Manage the CRM platform to ensure all customer interactions are tracked and managed effectively.

- Implement ITIL processes or other best practices in service management to improve efficiency and effectiveness of the technical support team.

- Handle change management processes, ensuring all changes are properly documented and communicated to the team.

- Develop and implement strategies for improving team performance and customer satisfaction.

- Provide critical thinking and problem-solving skills to address complex technical issues.

- Conduct regular team meetings to discuss ongoing issues, updates, and team performance.

- Provide training and mentorship to team members to enhance their technical skills and customer service abilities.

- The Tech support Lead will play a crucial role in maintaining the high-quality technical support our customers expect, and driving continuous improvement within the team.

Functional Competencies :

- Troubleshooting and Resolving Issues : The candidate should have a strong ability to diagnose and fix software, hardware, and networking issues. This involves understanding the problem, identifying the root cause, and implementing a solution.

- Understanding of Support Tools : The candidate should be proficient in using support tools such as ticketing systems and remote diagnostics. These tools are essential for managing and resolving customer issues.

- Collaboration with Development Teams : The candidate should be able to work closely with development teams, providing them with technical feedback to help improve the product.

- Familiarity with ITIL Processes : The candidate should have a good understanding of ITIL processes or other best practices in service management. This knowledge is crucial for ensuring that the technical support team operates efficiently and effectively.