Technical Lead - L1

Oversee and support process by reviewing daily transactions on performance parameters

• Review performance dashboard and the scores for the team
• Support the team in improving performance parameters by providing 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 resolve all client queries
• Resolve client queries as per the SLAs defined in the contract
• Develop understanding of process / product for the team members to facilitate better client interaction and troubleshooting
• Document and analyze call logs to spot most occurring trends to prevent future problems
• Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
• Ensure all product information and disclosures are given to clients before and after the call / email requests
• Avoids legal challenges by monitoring compliance with service agreements

Handle technical escalations through effective diagnosis and troubleshooting of client queries

Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account / client

Skills Required

ESAT, Sla, Technical Lead