B.Tech (IT) with 5-6 years of experience in Technical Support
Minimum 2 years of experience as Team Leader and handling a team
Experience working with JIRA and implementing REST APIs
Proficiency in Excel reporting with basic SQL query knowledge
Requirements:
Manage the Tech Support team, oversee issue resolution, diagnose and resolve customer issues, and identify delays in the resolution process
Conduct team trainings and prepare monthly performance reports for HR and management
Handle escalations, coordinate with internal departments and perform JIRA audits to monitor ticket delays, and manage API calls with clients
Maintain rostering for uninterrupted support including weekends and contribute to team development through new initiatives
Job description
This is a remote position.
Job Description
A Technical Support TL will be responsible for managing Tech Support Team, should be able identify gaps in the resolution of issues if any delay happens by the team in research, diagnose, troubleshoot, and resolve customer issues. You will be responsible for Team trainings, monthly reports submission for understanding overall team performance. You will be handling product issues, Testing Product Issues and following standard procedures to escalate unresolved issues to appropriate internal departments.
Key Responsibility Area
Working on JIRA Reports to understand the type of Issues handled by the team.
Working on Performance Analysis of a Team and providing monthly reports to HR.
Providing Team Training and handling escalations of Team.
Handling Roaster and preparing uninterrupted support Roaster including weekends.
Should be able to handle API Calls with clients and provide solutioning.
Performs regular JIRA Audit Tasks to check the delays on the tickets.
Coordinate with various teams if there are dependencies to ensure faster resolution.
Should be able to contribute to Team development by taking new initiatives.
Requirements
B.Tech (IT) with proven Experience of 5-6 years in Technical Support.
Must have at least 2 years experience working as TL and handling a team.
Experience in working with JIRA.
Experience in implementing REST APIs.
Good in Excel Reports.
Basic understanding of SQL queries.
Experience in Integration of Software's through APIs.
