Support Team Lead

Published Date: 2024-01-25
Application Deadine: 2024-01-31

Number of Vacancy(ies): 1
Qualification: Bachelors in IT or Engineering
Experience: Experience of customer service roles will be advantageous.
Contract of Employment: Full-time
Working Hours: 09:30 to 17:30
Job Location: Jawalakhel, lalitpur

Skills and Knowledge:

· Conflict resolution skills

· Tactful and diplomatic

· Creative/solution focused

· Customer focused

· Passion for care, curious to listen and empathetic in nature.

· Active Communicator

· Enthusiastic and Problem Solver

· Ability to work as part of a team to achieve individual and team results

Job Duties & Responsibilities:

· Mentor a team of 12 agents.

· Ensure that all customer inquiries and issues are logged and solved correctly and in a prompt and professional manner.

· Follow up task escalated by team and Supervisors

· Talk to the customer, when fellow team member needs immediate assistance.

· Act as a mentor and provide oversight, coaching, and training to technical support agents.

· Monitor call queues, agent’s queue time, and agent’s daily throughput.

· Conduct periodic knowledge sharing sessions to reduce errors to improve efficiency.

· Handle escalated issues by utilizing problem solving skills and communication skills to effectively resolve more than 95% of customer inquiries in a timely manner.

· Coach and train support personnel in processing inbound calls from customers while maintaining a high-level of customer satisfaction and exceeding department goals during peak call volumes.

· Resolve and provide guidance to agents for escalated technical issues

· Participate in team meetings for escalated issues to provide faster resolution

· Conduct team huddle on weekly basis

· Record and track team SLAs and workflows

· On-board new technical support team members

· Work to create any relevant support material for the team

· Review all technical support related processes and documentation for continuous improvement

Working Conditions:

· This role requires to work in a noisy and fast paced environment.