Technical Support Team Lead
- Lenovo
- 1 - 2 years
- Bengaluru
- 1 month ago
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Job Description
Designation : Team Leader
Client Name : Lenovo
Payroll Company : Joules to Watts
Job Description:
Lenovo India Pvt. Ltd. is searching for a dedicated, supportive Team Leader who can coach and motivate technical support representatives while they are on calls, chats or emails from customers, monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. Team Leader should be analytical, supportive, and prepared to act as a resource to technical support representatives and should be focused on helping the team to build the necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive. This is a very customer-focused, hands-on role where the Team Leader will be expected to handle and resolve customer issues as well as undertake the day-to-day management aspects that the post requires.
Responsibilities:
- Co-ordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members.
- Motivating, mentoring, and developing a team of 15-20 Technical Support Representatives to deliver a first-class service.
- Set clear objectives, evaluate progress against objectives, and instill a performance-oriented culture with a focus on.
- Conduct monthly one-on-one is with individual team members as well as quarterly.
- Contribute to the ongoing development of the Managed Support function by sharing knowledge, experience, and expertise with other team leaders.
- Support the Operations Manager to highlight operational risks and areas for improvement.
- To recognize opportunities for improvements to procedures by proactively offering ideas and solutions.
- Constant coaching, monitoring and training to enhance the skill set, product knowledge and customer service capabilities of technical support representatives.
- Deliver the allocated part of the operation within agreed budgets, service levels and business targets.
- Work with the WFM team to ensure key SLAs are met for provisioning and support and to ensure progress updates are provided as required where service issues are identified.
- Assist the team where required by actively working on customer issues, handling calls, managing tickets and escalations, etc.
- Ensuring adherence to business policies are followed.
Skill Sets :
Must have:
- Ability to troubleshoot and resolve basic technical issues (Basic PC Hardware knowledge)
- Ability to manage conflict management queries and support the team.
- Ability to coach, train, and motivate employees and evaluate their performance and avoid Attritions.
- Ability to find information on every kind of product & Procedures and convey it to the customer in an accurate manner.
- Should be aware of at least one feedback tool.
- Ability Execute forecasts and balancing volume to fulfill Contractual, Service Level, Operational, and financial objectives.
- Ability to deal with demanding customers and escalations.
- Experience in people management.
- Excellent verbal and written communication skills.
Working knowledge of MS Office and business analytics tools
Should have:
- Understanding of Business KPI's
- Coaching and Feedback Skills
- Knowledge of Product & Procedures
- Understanding of Operational Tool and Quality Monitoring
- Ability to systematically guide Associates.
- Ability to make decisions, delegate tasks, and provide direction to team members.
- Ability to convey technical information in a clear and understandable manner to both technical and non-technical audiences.
Good to have:
- Good knowledge of additional languages will be a definite plus.
- Knowledge on the latest industry trends and technological advancements
- Strong conflict resolution skills to address and settle conflicts fairly and diplomatically within teams.
- Basic knowledge on Sales support (Upsell).
- Additional Certification suitable for the role.
Working Hours:
Monday to Sunday Process. General Shift with 5 days working roster.
Shift Timings: 10:00 AM 7:00 PM.
Week Off: Rotational week off between Monday and Saturday; Sunday is a fixed off.
Transport Facility:
Drop facility is available only if the candidates location falls within the BBMP limits and aligns with the transport grid.
Candidates will receive confirmation regarding transport eligibility only after joining.
Training Period:
Candidates may have a night shift (7:00 PM 2:00 AM) only during training.
The training program will run for 30 days, scheduled from Monday to Saturday, with Sunday as a fixed day off.
* Payroll Company- https://joulestowatts.com/
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT & Information Security - OtherRole: IT & Information Security - OtherEmployement Type: Full timeContact Details:
Company: LenovoLocation(s): Bengaluru
Keyskills: Team Management Escalation Management It Troubleshooting Process Improvement Performance Monitoring Client Communication Desktop Support Ticketing Tools Shift Management Technical Support Crm Tool People Management SLA Management Customer Handling Skills
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