L3 Support

Job Role:

L3 Technical Support

Shift Timings: 7:30 PM IST

Work Location:

Hyderabad-Onsite

Job Description:

The Technical Support will be responsible for leading the team of Technical Support Analysts, providing high-quality support to our customers in USA, London and other locations globally, resolving their issues efficiently, and ensuring a positive customer experience. This role requires excellent leadership skills, communication skills, advanced problem-solving abilities, and a customer-centric approach.

Key Responsibilities:

• mentor a team of technical customer support analysts, providing guidance and support

• Handle escalated customer inquiries and issues, ensuring timely and effective resolution

• Analyze customer feedback and support metrics to identify areas for improvement

• Develop and implement customer support policies and procedures

• Collaborate with other departments to address customer needs and improve service delivery

• Maintain accurate records of customer interactions and issue resolutions in the CRM system

• Provide training and development opportunities for the technical customer support team

• Respond to escalated customer inquiries via phone, email, and chat in a timely and professional manner

• Diagnose and troubleshoot technical issues reported by customers

• Provide technical support and assistance to customers via phone, email, or chat

• Identify and diagnose technical issues reported by customers

• Resolve technical problems in a timely and efficient manner

• Escalate complex issues to the appropriate departments or teams for resolution

• Assist customers with software installations and upgrades

• Document and track customer issues in a ticketing system

• Maintain accurate records of customer interactions and issue resolutions in the CRM system

• Collaborate with other teams to ensure timely resolution of customer issues

• Stay updated on product knowledge and industry trends to effectively assist customers

• Provide feedback and suggestions to improve customer support processes and tools

• Participate in the recruitment and onboarding of new team members

Qualifications:

• Bachelor's degree or equivalent in a related field

• 8+ Years Work Experience in similar roles

• Proven Experience in Leading Customer Support Teams or Technical Support Teams

• Proficiency in using CRM Software and other Service Desk Applications

Skills:

• Strong Leadership and Team Management Skills

• Knowledge of Windows and Mac OS, Network Services

• Familiarity with software installation and troubleshooting

• Advanced understanding of network protocols and configurations

• Apple Business Manager & MDM experience

• Microsoft Intune & Windows Autopilot

• Azure Active Directory administration

• Microsoft 365 (Exchange, SharePoint)

• Endpoint troubleshooting (Windows, macOS, iOS)

• Security tools:
Microsoft Defender, Sentinel

• Strong troubleshooting and communication skills