Offer summary

Qualifications:

Minimum of three years in a supervisory role within Technical Support., At least five years of BPO experience with a strong technical support background., Excellent verbal and written communication skills, along with strong analytical abilities., A basic degree is required, and being an avid gamer is a plus..

Key responsibilities:

Manage and lead a team of 16 Technical Support Representatives.

Ensure client SLAs are met and conduct quality monitoring and audits.

Resolve customer escalations and provide support for complex issues.

Prepare performance reports and collaborate with team members and clients.

Job description

Description

We are looking for a highly motivated and results-oriented Team Lead - Player Support to spearhead our dedicated team of Technical Support Representatives. As a natural leader with a passion playing games, you will oversee a team of 16 talented individuals, ensuring the delivery of top-tier technical support and fostering a positive and efficient team environment.

The ideal candidate brings a robust technical support background, including at least five years of BPO experience and 3 years in a technical support supervisory role. Exceptional leadership, communication, and problem-solving skills are essential for ensuring superior service delivery and client satisfaction.

Key Responsibilities

Manage and lead a team of 16 Technical Support Representatives.
Ensure client SLAs are met through effective resource management.
Conduct Quality Monitoring, DSAT analysis, and scrubs to maintain service excellence.
Perform daily quality audits and provide constructive feedback to team members.
Maintain a positive, empathetic, and professional approach while assisting customers and team members.
Resolve product or service-related issues efficiently, ensuring timely resolutions.
Handle customer escalations and support representatives in resolving complex issues.
Stay updated with product knowledge and serve as a subject matter expert.
Conduct daily huddles, refresher training, and product training as needed.
Assist and support agents with product and policy-related queries.
Identify and escalate coaching opportunities to improve team performance.
Collaborate effectively with team members, colleagues, and clients.
Prepare team performance reports and project-related documentation regularly.
Monitor and report trending issue types and game bugs as required.
Assist in special projects and tasks assigned by management.

Requirements

Minimum of three years of proven experience in a supervisory position within Technical Support experience.
Educational Qualification: Any Basic Degree
Avid Gamer is a plus or an advantage

Required Skills

Excellent verbal and written communication skills.
Strong logical, analytical, and reasoning abilities.
Critical thinking and problem-solving expertise.
High attention to detail with strong data analysis skills.
Ability to multi-task, prioritize, and manage time effectively.
Strong people management and leadership capabilities.
A team-oriented mindset with a focus on collaboration and teamwork.
Commitment to maintaining high-quality standards in customer interactions.
Adaptability to work in a dynamic and evolving environment.
Outstanding customer service skills, especially over email and chat.
A deep understanding of games from a gamer’s perspective, with the ability to troubleshoot issues for PC, console, and mobile games.
Willingness to work rotational shifts.

Technical Skills