Role : International Technical Team Lead

Experience : Min 4 years into International Technical Support

Location : Pune

Salary : Up to 7 LPA

Education : Graduation

Skills : Team handling, Office 365, Troubleshooting, SLA, Ticket

Shift : Rotational Shift

Key Responsibilities

- Lead, manage, and mentor a team of technical support executives.
- Handle escalations related to technical issues from international customers.
- Monitor daily team performance, productivity, and service-level agreements (SLAs).
- Ensure timely resolution of technical queries and customer complaints.
- Provide technical guidance and support to team members.
- Conduct regular team briefings, training sessions, and performance reviews.
- Maintain quality standards and ensure adherence to company policies.
- Coordinate with internal technical teams to resolve complex issues.
- Prepare and share daily, weekly, and monthly performance reports.
- Drive customer satisfaction and achieve operational targets.

Required Skills & Qualifications
- Minimum 4+ years of experience in IT/Technical Support.
- Prior experience as a Team Lead in an international technical support process is preferred.




- Excellent verbal and written communication skills in English.
- Strong knowledge of technical troubleshooting and problem-solving.
- Experience handling escalations and managing customer expectations.
- Good understanding of SLA, KPI, CSAT, AHT, and quality parameters.
- Robust leadership, team management, and decision-making skills.
- Ability to work in rotational shifts, including night shifts, if required.

Preferred Technical Knowledge
- Windows OS and troubleshooting.
- Desktop and laptop hardware troubleshooting.
- Networking fundamentals (LAN, WAN, DNS, DHCP, VPN).
- Active Directory and Office 365 troubleshooting.
- IT Service Management and ticketing tools.
- Remote troubleshooting tools.

Pay: Up to ₹700,000.00 per year

Benefits

- Provident Fund

Education:
- Bachelor's (Required)

Experience:
- International Technical Support: 4 years (Required)
- Troubleshooting: 1 year (Required)
- Office 365: 1 year (Preferred)
- Team Handling : 1 year (Required)

Location:
- Pune, Maharashtra (Required)

Work Location: In person

📌 International Technical Team Lead (Pune)
🏢 Cms IT Services
📍 Pune