Team Lead Smart Support

Would you like to join our Technical Service Team to lead & deliver service excellence?

Opportunity: Team Lead – Smart Support DCC (Services)

Job Location: BIA (Udaipur)

Job Role:
• Understanding and delivery of customer contracts
• Ensuring & resolving customer tickets correctly & completely with no follow up queries in an effective and time-bound manner.
• In-depth understanding of all technical aspects of software and application used to deliver technical services to resolve customer issues.
• Learning & development of team members.
• Resolving issues proactively by using analytical techniques to spot potential issues.
• Lead, coordinate and allocate incidents and requests.
• Timely submission of SLA and performance reports, invoice supporting data & any ad-hoc analysis report
• Collaborate with the development team, CSS, market-facing team and the customers to solve recurring problems and ensure root cause analysis
• Ensuring Compliance for Data Security Management
• Continuous process improvement by various tools and techniques

Qualification, Experience & Skills:

B.Tech./B.E. - IT/CS

5 to 10 years experience in leading a customer service desk team in an IT environment .

Experience with coaching or mentoring others is desirable.

Proven ability to maintain good relationships with customers and vendors.

Proven ability to engage and negotiate with people.

Experience with Service desk software, including operating systems and MS Office.