Technical Support Team Lead

Job Description – Lead Role

We are looking for a proactive Lead to guide our L1 support team and ensure smooth operations, efficient incident handling, and strong client satisfaction.

Key Responsibilities :

• Lead, mentor, and manage an L1 support team by assigning tasks, setting goals, and driving productivity.
• Conduct training sessions to enhance product knowledge and troubleshooting skills.
• Act as the primary escalation point for critical client issues.
• Develop, refine, and implement support processes for improved efficiency.
• Create and maintain documentation, FAQs, and knowledge base articles.
• Manage high-priority incidents and drive timely resolution.
• Communicate effectively with stakeholders during outages or major incidents.
• Work in 24 / 7 shifts and be available on-call as per business needs.

Required Skills :