LucidPlus IT Solutions
Koratty - 680308
Team Lead - Technical Support Helpdesk (Applications)
We are looking for a motivated individual with good Problem Solving, Communication and Management Skills to provide day to day leadership to the customer support team and act as the vital link for our customers.
InfoPark Thrissur (Koratty, Kerala) or Bangalore (WFH for the time being due to Covid restrictions)
In this role you should be able responsible for,
• Create and Manage Team of Technical Support Executives providing 24/7 Application support to our customers.
• Put in place processes and procedures for the Support team to develop enhanced customer experience.
• Report on the support teams activities, with specific KPIs delivered weekly and monthly.
• Assist the team in implementing efficiency changes.
• Assist the team to develop a thorough understanding of each clients individual needs to head off potential issues before they become problems.
• Work collaboratively and constructively to solve problems and implement changes.
• Ensure all cases, calls chats are logged to allow for comprehensive data for report analysis and development of best practice resolutions for the company s self-service knowledge base.
• Three Years plus experience in an Application/Technical Support or leadership role
• Strong verbal and written communication skills
• Has and uses appropriate technical skills to carry out the role at a high level of accomplishment.
• continually improve , Ability to multitask, prioritize and manage time effectively
• Willingness to learn a sophisticated software
• Aptitude to build strong analytical and critical thinking skills
• Experience supporting customers through a variety of contact channels including chat, email and phone