Technical Support Lead

The Technical Support Leader is responsible for leading, developing, mentoring and auditing the quality control for the Technical Support Team. This position is located in our Chennai office location.
Duties and Responsibilities
Under the supervision of the Senior Leader of Technical Support, the duties and responsibilities of the Technical Support Leader include:
Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals.
Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.
Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer oriented services.
Working effectively with other teams implementing strategies to increase profitability, productivity and overall client experience.
Auditing customer accounts to ensure accuracy of information.
Handling escalated issues from customers.
Participating in the Manager on Duty rotation.
Desired Skills and Experience
Previous experience in a leadership or management role, preferably in the Technology sector.
Bilingual: English/Tamil
Good understanding of Networking including Technology in general.
Shift Timings- US Shift (6:00Pm to 3:00Am)