Total Position: 2
Job Category: IT
Job Type: Full Time
Job Location: Remote
Job description
Responsibilities:
- Technical Support:
- Provide expert-level technical support to resolve complex customer issues escalated from L1 and L2 support teams.
- Troubleshoot and resolve technical issues related to our products or services, including software, hardware, and network infrastructure.
- Serve as a subject matter expert for escalated support tickets, ensuring timely resolution and high customer satisfaction.
- Team Leadership:
- Lead and mentor a team of L3 support engineers, providing guidance, coaching, and technical training as needed.
- Coordinate daily activities and priorities for the support team, ensuring efficient and effective resolution of customer issues.
- Foster a collaborative and positive team environment, promoting knowledge sharing and continuous improvement.
- Managerial Responsibilities:
- Develop and implement support processes and procedures to optimize efficiency and effectiveness of the support team.
- Monitor team performance metrics and KPIs, identifying areas for improvement and implementing corrective actions as needed.
- Conduct regular performance reviews and provide constructive feedback to team members to support their professional growth and development.
- Collaborate with other departments, such as product development and quality assurance, to communicate customer feedback and drive product improvements.
- Customer Engagement:
- Interface directly with customers to address escalated issues and ensure timely resolution, maintaining a high level of professionalism and customer satisfaction.
- Act as a liaison between customers and internal teams, advocating for customer needs and driving resolution of critical issues.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Proven experience in a technical support role, with at least 5 years of experience in L3 support.
- Strong managerial and leadership skills, with at least 2 years of experience managing a technical support team.
- Deep understanding of IT infrastructure, including networking, servers, and databases.
- Excellent problem-solving and troubleshooting skills, with the ability to analyze complex technical issues and develop effective solutions.
- Strong communication and interpersonal skills, with the ability to interact professionally with customers and internal teams.
- Experience working with ticketing systems and support tools.
- Relevant certifications (e.g., ITIL, CompTIA, Cisco) are a plus.
US Shifts, Roster Based, Rotational
EducationUG: Any Graduate