L1 Support Team Lead - CSSD(Internal Vacancy)

Published Date: 2025-08-05
Application Deadine: 2025-08-11

Number of Vacancy(ies): 1
Qualification: Bachelors in IT or Engineering
Experience: Minimum 1+ year experience in a similar technical support role
Contract of Employment: 9.30-5.30
Job Location: Jawalakhel , Lalitpur

Skills and Knowledge:
  • Strong knowledge of networking, troubleshooting, and customer support best practices.
  • Excellent communication and mentoring skills.
  • Ability to handle conflict resolution with customers and team members effectively.
  • Strong problem-solving and analytical skills for troubleshooting technical issues.
  • Highly organized, proactive, and adaptable in a fast-paced environment.
Job Duties & Responsibilities:

Team Leadership & Performance Monitoring

  • Lead and mentor a team of 12 support agents to improve technical and problem-solving skills.

  • Monitor performance metrics, call queues, and APS; conduct weekly huddles and individual interventions.

  • Ensure timely and professional resolution of customer issues.

Technical Support & Escalation Handling

  • Serve as primary escalation point, resolving 95%+ of complex technical issues.

  • Follow up on escalated tasks and directly assist agents and customers as needed.

Training & Process Improvement

  • Coach agents on troubleshooting and customer handling.

  • Conduct knowledge-sharing sessions and onboard new team members.

  • Continuously improve support processes, SOPs, and documentation.

Collaboration & Reporting

  • Track SLAs, participate in team meetings, and report key findings to leadership.

  • Provide ad-hoc reports to Assistant Managers and HOD.

Customer Experience Enhancement

  • Analyze customer feedback to identify trends and recommend improvements.

Apply Now !