Team Lead Tech Support

This is a work-from-office opportunity for Indore, and the suitable candidates are those who can join immediately. Please do apply only if both scenarios are the best fit for you.

Company Description

Multrix is a next-generation Business Process Outsourcing (BPO) provider focused on delivering exceptional customer service and professional support. Leveraging the latest technology, Multrix tailors solutions to meet the unique needs of businesses across diverse industries. The company offers end-to-end services, including customer support via chat, email, and voice, sales support, back-office solutions, technical support, and retention strategies. Known for efficiency and care, Multrix helps organisations streamline operations and enhance customer experiences.

Role Description

This is a full-time on-site role for a Team Lead - Tech Support, located in Indore. The Team Lead will guide and manage a team of technical support representatives to deliver exceptional service. Responsibilities include monitoring team performance, providing coaching and feedback, resolving escalated issues, ensuring customer satisfaction, and maintaining service-level agreements (SLAs). The role requires active collaboration with cross-functional teams to enhance processes and meet organisational goals.

Qualifications

Strong skills in Customer Support and Customer Service, with a focus on delivering excellent experiences.

Proficiency in Technical Support and resolving customer technical issues effectively.

Exceptional Communication skills to manage clients, teams, and cross-departmental collaboration.

Proven ability to ensure high levels of Customer Satisfaction through effective issue resolution and service delivery.

Leadership skills to manage, mentor, and guide a team to achieve performance targets.

Experience with BPO processes and industry standards is a plus.

Bachelor’s degree preferred or equivalent expertise in a relevant field.