Role & Responsibilities
- Serve as the first point of escalation and the face of Medialogic's support function — ensuring every customer feels heard, valued, and supported at all times
- Ensure all customer support tickets are acknowledged promptly, actioned immediately, and closed within defined timelines — with zero tolerance for unresolved or lingering issues
- Communicate proactively with customers at every stage of issue resolution — keeping them informed, managing expectations, and ensuring no customer has to follow up twice
- Handle difficult customer situations with professionalism, patience, and a solution-first mindset — turning challenging interactions into positive experiences
- Lead, mentor, and manage a small technical support team while actively contributing as an individual support resource
- Proactively identify recurring issues, patterns, and potential failure points — and initiate solutions before they reach the customer or escalate further
- Conduct regular reviews of open and resolved cases to monitor team performance, responsiveness,



and adherence to support standards
- Prepare and submit clear, insightful daily, weekly, and monthly reports to management covering ticket status, response times, customer feedback, and team performance
- Any graduate with 2+ years of experience in technical support, with at least 1 year in a team lead or senior support role
- Proven track record of ensuring customer satisfaction and managing support issues end-to-end without escalation
- Ability to manage a small team and drive results through ownership, accountability, and proactive thinking
- Fluency in English and Tamil mandatory; knowledge of Hindi will be an added advantage
- Strong analytical and reporting skills — ability to present clear, actionable data to management
- Highly responsive, systematic, and responsible — understands that timely action is the foundation of outstanding customer support
- Flexible to work in variable timings as needed
- Medialogic Sol

📌 Team Lead (Chennai)
🏢 Medialogic Solutions
📍 Chennai