The Tech Coach plays a pivotal role in elevating the skill set, confidence, and service delivery of our customer-facing support teams. Working within the Learning & Development (L&D;) organization, the Tech Coach balances real-time technical guidance in internal support channels with structured quality checks, performance coaching, and documentation maintenance. This role acts as a strategic bridge between support technicians, supervisors, and training staff to ensure standard-setting customer experiences.

Key Responsibilities

- Provide real-time technical guidance and troubleshooting support in internal help channels.
- Guide technicians through complex or urgent customer issues by breaking down technical concepts and fostering problem-solving skills rather than simply providing direct answers.
- Instill confidence in frontline staff and set a high standard for customer interaction quality.
- Communicate with Operations and Engineering teams when current issues/bugs arise.
- Evaluate technician ticket, chat, and phone interactions against established QA/QC grading rubrics and automated grading checks.
- Perform monthly human verification audits on sample cases to maintain grading accuracy and calibrate evaluation systems.
- Conduct targeted manual case reviews for agents to isolate root causes and build remediation plans.
- Provide clear and useful feedback for administrators to improve customer service.
- Partner directly with leaders to deliver structured feedback, actionable performance insights, and trend analysis.
- Communicate both performance deficiencies and team accolades to leaders to aid in employee development and recognition.
- Participate in leadership syncs to align coaching priorities with team performance metrics.
- Draft, update,



and maintain internal documentation articles to maintain brand consistency and availability of information.
- Identify missing or outdated documentation standard operating procedures during ticket reviews and update relevant sources.
- Assist with training, onboarding, and mentoring new technical hires as they transition onto active shifts.
- Serve as an approachable point of contact for new technicians during their early tenure to accelerate time-to-productivity.
- Drive technical advancement initiatives (e.g., Level 1 to Level 2/3 progression) by designing targeted coaching plans.
- Conduct 1-on-1 coaching sessions to address skill gaps, refine soft skills, and improve technical execution.
- Track recurring technical issues, error patterns, and support trends across shifts.
- Provide feedback and data insights to Trainers regarding widespread knowledge gaps to inform future training modules, team PSAs, and curriculum updates.

Requirements

- Strong proficiency in Web Hosting environments, Linux system administration, and command-line interfaces (CLI).
- Mastery of soft skills, with a demonstrated ability to explain complex technical topics in clear, approachable language.
- Friendly, positive, and energetic approach to mentoring peers and helping others succeed.
- Ability to review support cases, analyze performance data using rubric criteria, and draw objective conclusions.
- High comfort level working in fast-paced text and chat environments while balancing accuracy with responsiveness.

Preferred Qualifications

- Prior experience in technical coaching, mentoring, training, or QA role.
- Experience with specialized web hosting management tools.
- Familiarity with Salesforce CRM and QA evaluation tools.

📌 Technical Support Coach (Kerala)
🏢 Vipoint Solutions
📍 Kerala