The Technical Lead plays a pivotal role in ensuring the successful delivery of services by leading a team of Production Specialists. This role focuses on technical oversight, performance management, and client engagement, all while fostering a collaborative environment that promotes continuous improvement.

Responsibilities

• Oversee daily performance of the Production Specialists, ensuring adherence to defined performance parameters.
• Review and analyze performance dashboards to identify areas for improvement and support the team in achieving targets.
• Provide expert technical support to the team, assisting in resolving complex client queries and escalations.
• Document and analyze call logs to identify trends, ensuring proactive measures are in place to prevent recurring issues.
• Address client queries efficiently, ensuring compliance with Service Level Agreements (SLAs).
• Offer alternative solutions to clients to enhance customer satisfaction and retention.
• Mentor and guide Production Specialists, helping them enhance their technical knowledge and troubleshooting skills.
• Organize and conduct training sessions based on identified skill gaps and changing product features.
• Maintain thorough documentation of client interactions, resolutions, and training conducted.
• Ensure all processes comply with service agreements to avoid legal complications.
• Work closely with internal stakeholders such as team leaders, HR, and technical teams for performance reviews and issue resolution.
• Build and maintain strong relationships with clients, ensuring their needs are met effectively.

Required Qualifications

• Proven experience in a technical support or lead role.
• Strong understanding of technical processes and troubleshooting methodologies.
• Excellent communication skills, both verbal and written.
• Ability to work collaboratively in a team-oriented environment.

Preferred Qualifications

• Experience in mentoring or training team members.
• Familiarity with client engagement and relationship management.
• Strong analytical skills to identify trends and provide actionable insights.