ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL®, TOEIC®, GRE® and Praxis® tests, serving millions of learners in more than 200 countries and territories. PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.

Join us in our journey of measuring progress to power human progress worldwide.

We are seeking a personable, highly skilled and extremely motivated Technical Support Team Leader to join our team. We offer competitive salaries and excellent benefits in a technologically stimulating environment. Primary job function outlines a pivotal leadership role within a technical support team working on test delivery environment. At its core, the position is about bridging the gap between high-level operational goals and the front-line experience of the client and their test takers via phone, and live chat. This role operates in a 24x7 support environment, including rotational shifts, weekends, and holidays as required to support global operations.

Technical Support Team Leader reports to the Technical Support Manager
Handle a minimum of 15 Technical Support agents
Responsible for daily operations of his/her team,



including meeting preset goals designed to ensure timely and accurate service to clients
Monitor the queue for the Technical Support Team and managing the agents schedule and break schedules
Monitor NICE Telephony Dashboard and Chat queues to ensure sufficient TSR agents' phone and live chat coverage
Responsible for the monitoring and/or triage of JIRA Tickets. Act as floor support for Technical Support Agents
Develop and improve policies and procedures for TSR Team. Provide action plans based on the agents or team performance
Ensure staff compliant with PSI's policies and procedures
Mentor/develop/motivate staff to improve their performance and process/product knowledge

Required Experience:

Minimum 2+ year experience as a Technical Support & 2 years as a Team Leader role from BPO or IT-BPO
Familiarity with call center reporting and statistics
Familiarity with NICE phone system: NICE Dashboard, NICE Chat and Workforce Optimization
Knowledgeable in MS Office applications installation, operation and support
Ability to communicate effectively with staff and other support positions
Ability to manage personal travel schedule
Excellent interpersonal, organizational, and time management skills
Strong conflict management, teambuilding, and motivational skills
Graduate, degree in any discipline

Certifications such as ITIL Foundation
CompTIA A+/ Network+
Microsoft Fundamentals
Google IT support qualified and/or any entry-level technical support or customer service certification

Note: This role follows rotational shifts 24/7, rotational week offs & one-sided cab facility.

📌 IT Support Team Leader Application Support (Gurugram)
🏢 Ets
📍 Gurugram