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Technical Customer Support with a difference
Technical Lead – Auto
Location
India
Posted
62 days ago
Salary
0
Seniority
Senior
Job Description
Technical Lead – Auto
Gigmo Solutions
• Lead and manage a team of Technical Support Agents (chat & email). • Monitor team performance and provide regular feedback, coaching, and mentoring. • Ensure high-quality customer interactions with clear and accurate communication. • Handle customer escalations and resolve complex technical issues. • Ensure adherence to SLAs, response time, and resolution targets. • Manage and prioritize team workload and support queues effectively. • Assist team members in troubleshooting and resolving customer issues. • Collaborate with cross-functional teams for issue resolution. • Conduct quality audits and ensure compliance with SOPs. • Identify process gaps and drive continuous improvement initiatives. • Track key performance metrics (CSAT, productivity, SLA adherence). • Prepare and share performance reports with management.
Job Requirements
- Bachelor’s degree (B.Sc./BCA/BA/BCom/BBA/BSc IT or equivalent).
- 5+ years of experience in customer support (chat/email).
- Minimum 1–2 years of experience in a team handling or leadership role.
- Excellent written communication skills with attention to detail.
- Strong analytical and problem-solving abilities.
- Familiarity with customer support tools and chat platforms.
- Ability to manage remote teams and multitask effectively.
- High level of empathy, patience, and customer focus.
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