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