Technical Lead – Auto

Job Description

Lead and manage a team of Technical Support Agents (chat & email). Monitor team performance, offering regular feedback, coaching, and mentoring for enhanced performance. Ensure high-quality customer interactions with clear and accurate communication to meet customer needs. Handle customer escalations effectively, resolving complex technical issues with expertise. Ensure adherence to SLAs, response time, and resolution targets to maintain service standards. Manage and prioritize team workload and support queues effectively for optimal efficiency. Assist team members in troubleshooting and resolving customer issues to foster teamwork. Collaborate with cross-functional teams for issue resolution, contributing to overall success. Conduct quality audits and ensure compliance with SOPs, maintaining high standards. Identify process gaps and drive continuous improvement initiatives for enhanced performance. Track key performance metrics (CSAT, productivity, SLA adherence) for performance evaluation. Prepare and share performance reports with management, providing insights and recommendations.

Qualifications

1. Bachelor’s degree (B.Sc./BCA/BA/BCom/BBA/BSc IT or equivalent) as a foundation for the role. 2. 5+ years of experience in customer support (chat/email) to ensure practical expertise. 3. Minimum 1–2 years of experience in a team handling or leadership role, demonstrating leadership abilities. 4. Excellent written communication skills with attention to detail to facilitate clear and effective interactions. 5. Strong analytical and problem-solving abilities, essential for issue resolution and decision-making. 6. Familiarity with customer support tools and chat platforms to enable proficient use of technology. 7. Ability to manage remote teams and multitask effectively in a remote work environment. 8. High level of empathy, patience, and customer focus to provide exceptional service.