Key Responsibilities: Team Leadership & Operations Management:
Lead daily operations of the technical support team, ensuring adherence to SLAs, TAT, and KARAs.
Develop strategies to optimize team performance and efficiency.

Roster & Shift Management:
Oversee team rosters to ensure adequate coverage and balanced workloads.

Client Engagement & Escalation Handling:
Act as primary point of contact for client escalations, resolving complex technical issues promptly.
Maintain robust client relationships and ensure high satisfaction levels.

Training & Development:
Conduct regular training sessions to enhance team technical skills and product knowledge.
Foster a culture of continuous learning and improvement.

Ticket Resolution & Incident Management:




Ensure timely and effective resolution of support tickets.
Coordinate incident management processes with cross-functional teams.

Reporting & Performance Monitoring:
Generate and analyze performance reports, highlighting team performance, ticket trends, and improvement areas.
Monitor KPIs to ensure service excellence.

Process Improvement & Documentation:
Identify prospects to enhance efficiency and service quality.
Maintain documentation of support procedures, troubleshooting guides, and knowledge base articles.

📌 Lead Technical Support Bengaluru
🏢 Dozee
📍 Bengaluru