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Team Leader - Tech Support

unlimited holidays - extra holidays - extra parental leave - long remote period allowed
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
India
MyOperator logo
MyOperator SME https://myo.bz/
201 - 500 Employees
About MyOperator
MyOperator is India's most trusted cloud call management system, simplifying sales and customer service for any-sized business. So far, we have been able to win the trust of over 7000+ clients and are growing bigger with time. MyOperator provides Advanced call management features like: - Toll free phone number/Virtual Phone number - Virtual receptionist or Interactive Voice Response (IVR) - Call tracking & reporting - Inbound and Outbound Calling - MyOperator Dialer App Besides these, MyOperator also provides solutions like call masking, call confirmation, multi-store, and others for enterprises who seek advancement in their customer communication Have questions or simply want to say Hello? Reach out anytime: Call: +91 92129 92129 Email: hello@myoperator.com Visit: MyOperator.com
See more MyOperator offers

Job description

This is a remote position.

Job Description

A Technical Support TL will be responsible for managing Tech Support Team, should be able identify gaps in the resolution of issues if any delay happens by the team in research, diagnose, troubleshoot, and resolve customer issues. You will be responsible for Team trainings, monthly reports submission for understanding overall team performance. You will be handling product issues, Testing Product  Issues and following standard procedures to escalate unresolved issues to appropriate internal departments.

Key Responsibility Area


  • Working on JIRA Reports to understand the type of Issues handled by the team.
  • Working on Performance Analysis of a Team and providing monthly reports to HR.
  • Providing Team Training and handling escalations of Team.
  • Handling Roaster and preparing uninterrupted support Roaster including weekends.
  • Should be able to handle API Calls with clients and provide solutioning.
  • Performs regular JIRA Audit Tasks to check the delays on the tickets.
  • Coordinate with various teams if there are dependencies to ensure faster resolution.
  • Should be able to contribute to Team development  by taking new initiatives.
Requirements
  • B.Tech (IT) with proven Experience of 5-6 years in Technical Support.
  • Must have at least 2 years experience working as TL and handling a team.
  • Experience in working with JIRA.
  • Experience in implementing REST APIs.
  • Good in Excel Reports.
  • Basic understanding of SQL queries.
  • Experience in Integration of Software's through APIs.
Benefits
100% Remote Working

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Database QueriesRESTful APIMicrosoft Reporting3rd Party Systems IntegrationJIRA

Other Skills

  • Problem Solving
  • Communication
  • Open Mindset
  • Leadership
  • Team Management
Are you interested?

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