Team Leader

Job Description

Assist the agents who support customers contacting for technical assistance with computers on various Social Media Platforms like WhatsApp, Facebook, Twitter, Instagram, Online Forums. Assist the agents to diagnose and troubleshoot various complex technical issues, using the available knowledge articles and framework abiding by the client’s policies and procedures. · Direct and coordinate a team of 1st and 2nd levels of technical support personnel · Set-up, manage and improve standards and procedures within the team · Cascade business objectives and targets to the team · Review daily priorities and take appropriate action to ensure results are achieved · Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together · Keeping track of the customer queries and resolving the issues as early as possible. · Analyse situations and determine resources needed to solve them · Ensuring that the issue is completely resolved and ensuring that it does not occur in the future. · Follow up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions · Providing correct feedback and manage subordinate staff in day-to-day performance of their jobs. · Preparing technical support team performance reports. Set-up, manage and improve standards and procedures within the team · Ensure ongoing training for tech support staff; advise tech support staff on career planning; maintain and analyse training records. Minimum 3 years’ experience in Computer technical support voice or non-voice process preferably chat (not email) with a minimum of 18months experience in a leadership position. · Bachelor’s degree in Computer Science, Information Technology, Computer Networking, and Hardware or IT related field. · Minimum 3-5 years of experience in computer Technical Support.