Technical Lead

Job Description

We are hiring Technical Lead Candidates.

Role Purpose

The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. 

Do

Oversee and support process by reviewing daily transactions on performance parameters

1. Review performance dashboard and the scores for the team
2. Support the team in improving performance parameters byproviding technical support and process guidance
3. Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
4. Ensure standard processes and procedures are followed to resolveall client queries
5. Resolve client queries as per the SLA’s defined in thecontract
6. Develop understanding of process/ product for the team membersto facilitate better client interaction and troubleshooting
7. Document and analyze call logs to spot most occurring trends toprevent future problems
8. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
9. Ensure all product information and disclosures are given to clients before and after the call/email requests
10. Avoids legal challenges by monitoring compliance with service agreements

Handle technical escalations through effective diagnosis and troubleshooting of client queries

1. Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
2. If unable to resolve the issues, timely escalate the issues to TA & SES
3. Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
4. Troubleshoot all client queries in a user-friendly, courteousand professional manner
5. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
6. Organize ideas and effectively communicate oral messages appropriate to listeners and situations
7. Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s

Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

1. Mentor and guide Production Specialists on improving technicalknowledge
2. Collate trainings to be conducted as triage to bridge the skillgaps identified through interviews with the Production Specialist
3. Develop and conduct trainings (Triages) within products forproduction specialist as per target
4. Inform client about the triages being conducted
5. Undertake product trainings to stay current with productfeatures, changes and updates
6. Enroll in product specific and any other trainings per clientrequirements/recommendations
7. Identify and document most common problems and recommendappropriate resolutions to the team
8. Update job knowledge by participating in self learningopportunities and maintaining personal networks

Stakeholder Interaction:

• Behavioral Competencies
  • Domain Knowledge
  • Collaborative working
  • Problem solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Stakeholder Management
  • Client (Internal) Centricity
  • Effective Communication

Deliver