Team Lead - Enterprise Customer support

Job Details

Job Type:
Full Time
Job Experience:
5 year
Posted On:
No. of Vacancies:
Expected Salary:
Key Skills:
support, enterprise customer support, customer support, ACD AVAIL, AUX, Language Quality, Backlog Process

Job Description


Role: Team Lead


Support US basedcustomers over phone, email, chat and lab exercises. Help resolve product/network/wirelessrelated issues.


 Plan and schedule required staffing to ensureappropriate coverage of support personnel across all time zones.

 Experience in Networking domain and relatedtechnologies

 Proactively ensure required availability ofsupport engineers to handle customer calls.

 Monitor and route escalation-mailbox 24x7 andensure that appropriate escalation resources are assigned.

 To ensure engineers in AVAIL mode in ACD.

 To analysis report to management.

 Should monitor the “Escalation" and takeappropriate action.

5+ Years ofexperience working on Enterprise customer support environment, managing a teamof 10+ engineers.

 Should have been client facing and engage isteam performance discussions on a weekly/monthly/quarterly basis.

Quality focus,result & goal orientation in a group situation and commitment to customerdelight are a must.

Knowledge on ACDAVAIL, AUX, etc.

 Experience in setting & reviewing KRA forthe team members and setting improvement plans.

Goodunderstanding on client SLA & engineer KRA parameters

Should haveproven experience on improving the CSAT, Language Quality, Backlog, Process,etc.


32A & 32B,6th Floor, Ambit Park Road, Industrial Estate, Ambattur, Chennai 600 058,Chennai, Tamilnadu, India


Telephone: 04461041800