Customer Support Team Lead

JOB description for Technical Team lead postion Customer Support

• Position: Team Leader
• Location: Chennai (Nungambakkam)
• No of Positions: 2
• CTC:4.5 lacs to 5.5 Lacs
• Team Handling Experience: 5 to 8 years

• If Senior Executive from current role: 4 to 5 years of similar experience with basic data management skills
• Sound Technical Knowledge
• Man-management experience handling a team of 8 to 15 members.
• Proficiency in Networking and Wireless Communication.
• CCNA certification and any other completed networking course will be an added advantage.
• Working knowledge with users to diagnose and resolve network and device problems and implemented established technical or procedural solution / Conducting review and mentoring team members to promote productivity and commitment to customer service.
• To Review overdue tickets and follow-up with individual to resolve the issue needs to do root cause analysis of delayed Ticket , and higher level escalation Having the ability both verbal & oral communication skills to handle customer /Top Level management calls and emails to answer questions about products and services.
• Devising and deploying successful approaches to retain customers and boost brand loyalty.
• To monitor metrics and to develop actionable insights to improve efficiency and performance of the Technical Service team.
• To Create customer support strategies to increase customer retention. Communicated best practices among on-site and external personnel to align efforts and goals.
• Working knowledge with users to diagnose and resolve, Trouble shooting, network and device problems and implemented established technical or procedural solution.
• Basic Knowledge in Excel / People Management / Handling Ops Team 24/ 7 Experience / Live Inbound calls Management / Operations / Abandonment reduction / CHAT Handling experience.

• Contact:
• R Purushotham
• Senior Manager -HR
• r.purushotham@hathway.net
• Mobile: 9000180322