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Support Lead - L1 For Nagpur Location

Support Lead - L1 For Nagpur Location

Excellon Software

7 - 10 years

5 - 10 Lacs

Nagpur

Posted:3 weeks ago| Platform:

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Skills Required

Servicenow Service Desk Technical Support SLA Management Productivity Management Roaster Management Data Management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities Supervision and Leading : Lead and mentor a team of Level 1 Support Technicians, ensuring they follow best practices and meet performance targets. Schedule shifts, allocate tasks, and manage workload distribution among team members. Provide training and support for team members to enhance their technical and customer service skills. Issue Resolution : Handle escalated or complex technical issues, guiding team members in resolving them. Monitor ticket queues and ensure that support requests are addressed. Customer Service : Maintain a customer-centric approach, ensuring a high level of customer satisfaction. Act as a point of contact for customers with challenging issues and work to achieve resolution while maintaining a positive customer experience. Documentation and Reporting : Ensure that all support activities are accurately documented, and knowledge bases are kept up-to-date. Generate regular reports on support team performance and identify areas for improvement. Collaboration : Collaborate with other support levels and departments to resolve issues that require Level 2 or Level 3 support. Quality Assurance : Implement quality assurance and monitoring processes to ensure consistent and high-quality support services. Preferred candidate profile * Bachelor's degree in a related field (or equivalent work experience). * Proven experience in a Level 1 or technical support role. * Strong leadership and team management skills. * Excellent problem-solving and communication skills. * Proficiency in relevant software and tools, specially DMS, ERP, or CRM tools. * Knowledge of ITIL or other IT service management frameworks is a plus.

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Support Lead - L1 For Nagpur Location