Team PAKKA is looking for a Technical Support Lead who will collaborate closely with cross-functional teams to deliver superior customer experience and drive continuous improvement in technical services.
Key Responsibilities includes:
A. Customer Support & Experience
- Lead the technical support operations to ensure timely, accurate, and high-quality responses to all customer queries.
- Build a culture of responsiveness and customer delight, with continuous monitoring of customer satisfaction.
- Establish and maintain structured mechanisms such as surveys, feedback forms, and NPS assessments.
B. Product Development Support
- Engage with customers to understand product development needs and translate feedback into actionable inputs for R&D; and Production teams.
- Ensure zero delays in delivering product trials, tests, and improvements as committed.
C. Technical Issue Resolution & Root Cause Analysis
- Oversee end-to-end resolution of customer issues — identification, investigation, RCA, corrective action, and closure.
- Develop and maintain SOPs, troubleshooting manuals,
and a technical knowledge base for the team.
D. Cross-Functional Coordination
- Partner with Sales, Quality, Production, and R&D; to ensure seamless technical support.
- Communicate key customer concerns and improvement opportunities to internal stakeholders.
E. Data, Reporting & Insights
- Track and analyse KPIs including TAT, issue closure rate, customer satisfaction, and repeat issues.
- Use data insights to drive preventive actions and continuous improvement initiatives.
F. Process Excellence & Continuous Improvement
- Strengthen support processes by implementing upgrades, automation, standardized workflows, and quality audits.
- Work towards reducing recurring issues and improving first-time resolution rates.
G. Team Leadership & Capability Building
- Build a robust technical support team through regular coaching, training, and skill development.
- Set performance goals, conduct periodic
📌 Quality Assurance Lead (Ayodhya)
🏢 Pakka
📍 Ayodhya