Job Summary

We are looking for an experienced Support Team Lead to manage our software support team and ensure excellent customer service and timely resolution of technical queries.

Roles & Responsibilities

- Lead and manage the Software Support Team and monitor daily activities.

- Handle customer queries through live chat, calls, emails, and remote sessions.

- Handle escalated and critical customer issues and ensure timely resolution.

- Monitor tickets, SLA, response time, resolution time, and support backlog.

- Coordinate with Development, QA, and Product teams for technical issue resolution.

- Provide product training and guidance to team members and clients.

- Monitor team performance and ensure high customer satisfaction.

- Identify recurring issues and support process improvements.

- Maintain proper records and prepare regular support reports.





- Handle customer feedback and ensure effective issue resolution.

Requirements

- 5 years of experience in Software Support

- Minimum 1–2 years of experience in Team Lead role.

- Strong verbal and written English communication skills.

- Good knowledge of web applications and e-commerce platforms.

- Basic knowledge of HTML, CSS, and JavaScript is beneficial.

- Robust troubleshooting and problem-solving skills.

- Experience with ticketing/helpdesk systems and SLA management.

- Good customer handling and escalation management skills.

- Ability to coordinate with cross-functional teams.

- Proactive, responsible, and willing to work in rotational shifts.

📌 Support Team lead (Gujarat)
🏢 Identixweb
📍 Gujarat