Level 1 Support Team Lead - Delhi

#Taboola is Hiring


Responsibilities:

  • As the Team Leader, you will be leading a shift oriented support team, assisting international customers and business units internally and externally.

  • Ensure a high level of technical knowledge within the 1st level support team members as evidenced through turnaround time of issues and ability to resolve issues independently

  • Manage case auditing for the team

  • Work closely with the Business units and other support teams globally

  • Define and implement the procedures and policies to ensure that a high-quality service is delivered to customers (both internal and external) and adherence to strict SLA’s in a 24x7x365 operational support environment

  • Escalate urgent issues requiring more in-depth knowledge to the appropriate internal resources

  • Create workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion

Requirements:

  • 3+ years of experience managing technical support teams in India

  • Proven hands on experience in a complex environment

  • Excellent oral and written English communication skills to effectively present information to a wide range of audiences; customers, technical staff, vendors, and senior management

  • Excellent Customer Service experience

  • Good people management skills and knowledge

  • Strong analytical skills

  • Ability to comply with tight deadlines and navigate through complex processes in a matrix environment

  • Strong capabilities of building organized processes and structured formal documentation

  • Experience in a multinational organization

  • Ability to multitask without compromising quality


Apply Here: https://bit.ly/31rh2hB


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