Technical Lead
Posted on :
18-01-2024
Employer Active
1 Vacancy
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Job Description
- Oversee and support process by reviewing daily transactionson performance parameters
- Review performance dashboard and the scores for the team
- Support the team in improving performance parameters byproviding technical support and process guidance
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Ensure standard processes and procedures are followed to resolveall client queries
- Resolve client queries as per the SLA’s defined in thecontract
- Develop understanding of process/ product for the team membersto facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends toprevent future problems
- Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
- Ensure all product information and disclosures are given toclients before and after the call/email requests
- Avoids legal challenges by monitoring compliance with serviceagreements
- Handle technical escalations through effective diagnosis andtroubleshooting of client queries
- Manage and resolve technical roadblocks/ escalations as per SLAand quality requirements
- If unable to resolve the issues, timely escalate the issues toTA & SES
- Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
- Troubleshoot all client queries in a user-friendly, courteousand professional manner
- Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
- Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract SLA’s
- Build people capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
- Mentor and guide Production Specialists on improving technicalknowledge
- Collate trainings to be conducted as triage to bridge the skillgaps identified through interviews with the Production Specialist
- Develop and conduct trainings (Triages) within products forproduction specialist as per target
- Inform client about the triages being conducted
- Undertake product trainings to stay current with productfeatures, changes and updates
- Enroll in product specific and any other trainings per clientrequirements/recommendations
- Identify and document most common problems and recommendappropriate resolutions to the team
- Update job knowledge by participating in self learningopportunities and maintaining personal networks
Employment Type
Full Time
Department / Functional Area
Key Skills
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