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Team Leader - Tech Support

MyOperator

Role overview

Qualifications

  • B.Tech (IT)
  • 5-6 years in Technical Support
  • 2 years experience as TL
  • Experience in working with JIRA

Responsibilities

  • Manage Tech Support Team
  • Identify gaps in issue resolution
  • Provide team training and monthly performance reports
  • Handle escalations and prepare support rosters

Key facts

Hard skills

Other skills

  • Team Leadership
  • Problem Solving
  • Communication

About the company

MyOperator logo

MyOperator

Customer Experience & Contact Centers

MyOperator is India's most trusted cloud call management system, simplifying sales and customer service for any-sized business. So far, we have been able to win the trust of over 7000+ clients and are growing bigger with time. MyOperator provides Advanced call management features like: - Toll free phone number/Virtual Phone number - Virtual receptionist or Interactive Voice Response (IVR) - Call tracking & reporting - Inbound and Outbound Calling - MyOperator Dialer App Besides these, MyOperator also provides solutions like call masking, call confirmation, multi-store, and others for enterprises who seek advancement in their customer communication Have questions or simply want to say Hello? Reach out anytime: Call: +91 92129 92129 Email: hello@myoperator.com Visit: MyOperator.com

Company details

Company typeSME
IndustryCustomer Experience & Contact Centers
Company size201 - 500

Links

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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.





Benefits

100% Remote Working

Salary: UPTO 750000

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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