Technical Support Team Lead (Microsoft 0365)
Full-time
Gigmos
Responsibilities - Responsible for overseeing the daily operations of technical support engineers who are providing Microsoft 0365 support to business customers of a large global software house as well as participating as an active member of the team.
- Act as a mentor and provide oversight, coaching, and training to technical support engineers and be the point of contact when it comes to technical escalations.
- Record and track team SLAs and workflows and provide support where needed for both internal and external customers.
- Manage and report on all incoming technical support inquiries.
- Assist in the creation of the team KPIs as well as monitor and report on results.
- Be actively involved with the operational delivery, keep a close track of the NSAT Scores and the productivity of the team members.
- Monitor team performance and report on metrics.
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
- Review all technical support related processes and documentation for continuous improvement.
- Provide timely feedback to team members and resolve issues.
- Create an open communication culture and an inspiring team environment.
- Lead by Example in professionalism, communication, and technical expertise.
Knowledge, Skills and Experience
- Proven people management and leadership skills .
- Excellent communicator, both oral and written.
- Strong analytical skills to investigate and resolve customer support tickets.
- Able to multi-task efficiently under time pressure.
- Graduate with minimum 4-6 years of experience in Technical Support process .
- Must have minimum 1 year of experience as a Technical Leader with Microsoft vendor .
- Should have good knowledge in Microsoft Office 365 .
- Detailed knowledge on products of Office 365 (Exchange Online, SharePoint, Microsoft Teams) .
Requirements
Prior experience of managing Enterprise Team will be preferred.
Work Location/Shift Timings - Permanent work from home and you will be required to work in US Shift Timings .
Vacancy posted 21 days ago
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