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Lead - Technical Support

Lead - Technical Support

Dozee

3 - 5 years

6 - 10 Lacs

Bengaluru

Posted:16 hours ago| Platform:

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Skills Required

Linux Coding Process improvement Analytical Healthcare Incident management Service quality Operations Remote support Technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Overview:

Dozee Technical Support Team provides round the clock remote support to clients across the globe. We are seeking a highly motivated and hands-on Technical Support Lead with a strong background in software and hardware troubleshooting and remote support. This role requires a balance of individual technical contribution and team leadership. The ideal candidate will be responsible for managing day-to-day team operations, ensuring timely resolution of technical issues, and collaborating cross-functionally with field teams, engineering, and product teams to drive long-term solutions.

Key Responsibilities

Team Leadership & Operations Management:
Lead and manage the day-to-day operations of the technical support team, ensuring adherence to Service Level Agreements (SLAs), Turnaround Times (TAT), and Key Activity and Result Areas (KARAs).
Develop and implement strategies to optimize team performance and efficiency.
Roster & Shift Management:
Oversee and manage team rosters, ensuring adequate coverage and balanced workloads to meet operational requirements.
Client Engagement & Escalation Handling:
Act as the primary point of contact for client escalations, addressing and resolving complex technical issues promptly.
Maintain strong client relationships, ensuring high satisfaction levels and effective communication.
Training & Development:
Conduct regular training sessions for the support team to enhance technical skills and product knowledge.
Foster a culture of continuous learning and improvement within the team.
Ticket Resolution & Incident Management:
Ensure timely and effective resolution of support tickets, minimizing downtime and disruption for clients.
Oversee incident management processes, coordinating with cross-functional teams as necessary.
Reporting & Performance Monitoring:
Generate and analyze performance reports, providing insights into team performance, ticket trends, and areas for improvement.
Monitor key performance indicators (KPIs) to ensure service excellence.
Process Improvement & Documentation:
Identify opportunities for process enhancements to improve efficiency and service quality.
Maintain comprehensive documentation of support procedures, troubleshooting guides, and knowledge base articles.

Desired Experience:

Experience: 3-5 years of technical support software or hardware troubleshooting experience, including a minimum of 2 years in a technical team leading role.
Education : Degree or diploma in Electronics, Computer Science, Engineering, or related field.
Proficient in using diagnostic tools for software and hardware issue resolution.
Basic coding knowledge to assist in troubleshooting processes.
Experience working with APIs for data generation and integration.
Strong problem-solving and analytical abilities.
Excellent verbal and written communication skills, with the ability to engage effectively with field teams and customers especially in remote environments.
Proven ability to thrive in a collaborative, remote team environment and manage tasks in a fast-paced, high-pressure setting.
Good understanding of internet setup, or resolving internet connectivity issues, bluetooth connectivity issues.

Preferred Skills:

Experience with medical or healthcare technology.
Knowledge of software systems for ticket management and issue tracking.
Experience with troubleshooting network-related issues
Knowledge on MDM solutions, Android OS, Linux machines, computer networks, brief knowledge about electronics, embedded systems.

Work Preferences:

Open to working 6 days a week in 9-hour shifts within the time window of 9:00 AM to 10:00 PM.
Comfortable with working from the office five days a week.

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Dozee

Health Technology

Bangalore

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Lead - Technical Support