Customer Support Team Leader

Role:

The L1 Team Leader manages the daily operations of the Level 1 support team, ensuring effective call handling and timely resolution of customer complaints. The role requires technical expertise in network monitoring to address customer issues. The Team Leader also oversees team performance and coordinates with cross-functional teams for smooth operations

Key Responsibilities:

ü  Call Handling and Complaint Management:

o    Manage day to day activities of the team and call handling operations to ensure all customer calls are addressed within SLA.

o    Ensure customer complaints are resolved in a timely manner, maintaining a high level of customer satisfaction.

o    Provide guidance to the team to resolve customers query/concern satisfactorily.

o    Handle customer escalataions

ü  Team Management

o    Track and monitor the performance of call center agents

o    Delegate tasks to team members

o    Provide feedback to improve call quality, productivity, and customer satisfaction.

o   Analyse agent performance metrics and implement strategies for achieving team targets.

o    Motivate team to achieve organizational goals

ü  Cross-Functional Coordination

o   Co-ordinate with cross-functional teams to resolve issues and improve overall service

ü  Network Monitoring and Technical Proficiency:

o    Utilize network monitoring tools and technical expertise to guide team for advance level troubleshooting in order to resolve customer issues

o    Work closely with NOC/Field team in case of outages

Essentials:

Education

Graduates / Diploma BE

Years of experience

3 – 5 years

Relevant Exepernice

ü  CCNA Certified/Trained

ü  Proficiency in network monitoring and technical troubleshooting. Knowledge related to TCP/IP & UDP, Subnetting, routing and Switching, NATTING.

ü  Strong leadership skills with the ability to manage and motivate a team. Strong communication and interpersonal skills.

ü  Ability to handle customer complaints and resolve technical issues effectively

• It is a Full Time Customer Support / TeleCaller job for candidates with 3 - 5 years of experience.

More about this Customer Support Team Leader job

1. What is the eligibility criteria to apply for this Customer Support Team Leader job?
   Ans: The candidate should be Graduate and above and above with 3 - 5 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹30000 - ₹40000 per month that depends on your interview. It's a Full Time job in Ahmedabad.
3. How many working days are there for this Customer Support Team Leader job?
   Ans: This Customer Support Team Leader job will have 6 working days.
4. Are there any charges applicable while applying or joining this Customer Support Team Leader job?
   Ans: No, there is no fee applicable for applying this Customer Support Team Leader job and during the employment with the company, i.e., ISHAN TECHNOLOGIES.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Customer Support Team Leader role?
   Ans: There is an immediate opening of 5 Customer Support Team Leader at ISHAN TECHNOLOGIES
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Customer Support Team Leader job?
   Ans: This Customer Support Team Leader job has Day Shift.