JOB PURPOSE:
1. Managing support team and ensure that all the required KPIs/KRA are followed by the team.
2. Ensure best in class support to the internal users, along with external users as per the requirement.

Essential
 7-10 years of experience as a Lead.
 Provides day-to-day supervision of team members on their daily work using performance metrics, and company processes to ensure team members are performing in-line with company standards.
 Excellent knowledge of MS Word, Excel, and PowerPoint.
 Training, coaching, monitoring directing of assigned team members.
 Handle escalated calls, complaints, questions, and queries as necessary.
 Ability to understand and apply standard operating procedures.
 Ability to coach staff and customers on best practices (technical and business process).




 Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
 Identifying and resolving technical issues
 Delivering regular and customized training to teams within the business
 Preparing maintenance plans and upgrading schedules for the organization’s systems
 Listening ability and patience.

QUALIFICATION/TECHNICAL KNOWLEDGE
Essential:
 B.Tech / B.E / MCA ( CS/ IT ) Preferred
 Should have 5+ years of experience in application support preferably in-house.
 Excellent communication skills (including oral, written, report writing and presentation).
 Conflict resolution/negotiation skills.
 Typing skill with speed and accuracy.
 Problem identification and solution

📌 Technical Support Lead_Avinash_Ecom Express (Gurugram)
🏢 Coders Brain Technology
📍 Gurugram