technical support lead

Teltonika IoT Group

<div><p>We are hiring a <b>Technical Support Team Lead</b> to manage a team in Dubai of IoT Solutions Engineers and guarantee fast, high-quality customer issue resolution. Success in this role requires technical know-how, leadership, and strong people skills.</p><p>
Teltonika&rsquo;s telematics business unit develops and produces easy-to-use GPS tracking devices for effective fleet management in logistics, agriculture, car sharing, construction, and more. Using the latest technologies, Teltonika sets new standards for the telematics industry.</p><p></p><p><b><br>
In this role, you will:</b></p><ul>
<li>
Provide guidance to the team on technical and procedural matters, ensuring smooth issue resolution.</li>
<li>Support the professional development of team members and foster their competence growth.</li>
<li>Prioritize, analyze, and assist in resolving incoming helpdesk tickets.</li>
<li>Collaborate closely with the Sales department and the R&amp;D team.</li>
<li>Plan team resources and take part in the hiring process.</li>
<li>Monitor team performance metrics and work to maintain or improve KPI results.</li>
<li>Oversee and balance the team workload.</li>
<li>Ensure high-quality team output and a strong customer satisfaction index.</li>
<li>Create, improve, or initiate new and existing processes.</li>
<li>Provide continuous and constructive feedback to the team and other stakeholders.</li>
<li>Work in an agile environment and contribute to effective agile practices.</li></ul><p></p><p><b><br>
What we expect of you:</b></p><ul>
<li>
Proficiency in English (B2 level or higher) as it will be your primary working language.<br>
Knowledge of the Arabic language is an advantage.</li>
<li>Experience working with technical products.</li>
<li>Organizational, results-oriented, and communication skills.</li>
<li>Constructiveness, conscientiousness, and strong problem-solving skills.</li>
<li>Strong analytical thinking and the ability to formulate proposals, insights, and solutions.</li>
<li>Flexibility to adapt to changing technologies and processes.</li>
<li>Management experience in customer service would be an advantage.</li>
<li>Familiarity with tools like GitLab or Jira.</li>
</ul><p></p><p><b>
What we offer:</b></p><ul>
<li>
Great opportunities to grow in a strong and rapidly expanding company.</li>
<li>Interesting and ambitious projects of industrial GPS tracking devices.</li>
<li>A place where curiosity is key: here, we share knowledge and learn in training courses, conferences, or business trips.</li>
<li>Dynamic, challenging work environment and cooperation-based internal culture.</li>
</ul><ul><li>Celebrating achievements and having fun together in team building and other important occasions.</li>
<li>Opportunity for solid bonuses when participating in the recommendation program.</li>
</ul><ul><li>Attractive compensation package with an uncapped commission system.</li>
<li>Opportunity to gain or develop experience in IoT.</li>
<li>Professional training that will cover sales and product-related topics in our Teltonika B2B and IoT Academies</li>
<li>Unique opportunities to grow professionally by being part of a challenging and high-growth environment</li>
<li>Annual Yearly ticket to your home country.</li>
<li>Medical Insurance for employees and immediate family.</li>
<li>Celebrating achievements and having fun together in reward and recognition events, and monthly birthday celebrations.</li></ul><p></p><p><b><br>
Salary</b></p><p>
We appreciate everyone's efforts and experiences, so we offer an attractive salary matching your skillset and field expertise, with the option to get bonuses.</p></div><p></p>

Technical Support Team Lead

Wonder

<div><p><b>About Grubhub</b></p><p></p><p>
At Grubhub, we champion restaurants from coast to coast. Restaurants sit at the heart of communities. It&rsquo;s our mission to strengthen their roots, deepen their connections, and increase the positive impact they have on people and society.
</p><p></p><p>Grubhub, part of Wonder, delivers the best local, authentic cuisine right to diners&rsquo; doors&mdash;and new customers and billions in revenue to local businesses. Featuring over 375,000 merchants in over 4,000 cities nationwide, our innovative technology, user-friendly platforms, and streamlined delivery capabilities have made us an industry leader in the world of online food ordering.
</p><p></p><p>Since we opened our doors in 2004, Grubhub has been opening doors all across the country. Bakery doors in Hyde Park, jibarito joint doors in Queens, and doors of opportunity all across the country. Join our team and help us open more.</p><p></p><h2 class="jobSectionHeader"><b>
About The Opportunity</b><b>
</b></h2><p></p><p>Here at Grubhub we&rsquo;ve been dedicated to giving merchants the most convenient way to order food from their favorite restaurants (whether that&rsquo;s a late night Chalupa from Taco Bell or a salad for lunch from a local restaurant the day after they enjoyed said late night Chalupa). While we are food-obsessed, we are also customer-obsessed. We look to constantly innovate our technology so our diners food experience is memorable, restaurant owners get more business and individuals across the country looking for work can deliver the food from the restaurant to the diner flawlessly.</p><p>
One of our core values is We are Done When Everyone's Eating. When we solve a problem, we solve it end to end. We hold ourselves accountable for the final results, and we celebrate the true differences that we make.</p><p>
The Support Team Lead will be responsible for leading day-to-day operations of Grubhub Campus customer support team, managing both the internal and outsourced support teams. For this exciting and meaningful role we are looking for a data-driven leader who moves fast and gets things done. The ideal candidate has previous customer support experience in the on-demand economy and is passionate for representing our customers' voice to help better products and constantly improve our service.</p><p></p><h2 class="jobSectionHeader"><b>
The Impact You Will Make</b><b>
</b></h2><p></p><ul><li><p>Lead the MO team; Create and refine policies to ensure superb and efficient service is provided to our merchants; work closely with cross-functional teams on support related initiatives</p></li><li><p>
Track and iterate around key performance metrics to improve support quality for stakeholders and build a strong, satisfied customer base</p></li><li><p>
Monitor and implement best practices to increase productivity and quality</p></li><li><p>
Collaborate effectively across teams to escalate and resolve customer issues and priorities; own support tickets throughout resolution and serve as the highest escalation point in the support team.</p></li><li><p>
Leverage data to refine staffing, set objectives, and drive changes as needed to meet those objectives</p></li><li><p>
Make recommendations to Product and Engineering around feature requests and bugs as reported by users, serving as our customer voice</p></li><li><p>
Manage team projects</p></li></ul><p></p><h2 class="jobSectionHeader"><b>
What You Bring to the Table</b></h2><p></p><ul><li><p>
Bachelor's degree or equivalent experience</p></li><li><p>
Passionate about improving customer experience by driving process improvements</p></li><li><p>
Prior experience with support/operations; prior leadership experience is a big plus</p></li><li><p>
Previous operating experience in an on-demand economy startup preferred</p></li><li><p>
Ability to analyze data, draw accurate conclusions, and develop actionable recommendations</p></li><li><p>
Able to manage multiple projects simultaneously and thrive in a dynamic environment</p></li><li><p>
Highly organized and detail-oriented</p></li><li><p>
Strong verbal, written, and presentation skills</p></li></ul><p></p><p>
As a matter of company policy, Wonder does not sponsor applicants for employment visa status for this role.</p><p></p><p>
Our hybrid model requires 3 days a week in the office. That said, many team members choose to come in more often to take advantage of in-person collaboration and connection. You're welcome&mdash;and encouraged&mdash;to be in the office up to 5 days a week if it works for you.
</p><p>#LI-Hybrid</p><p></p><p>
Colorado: $32.45/hr.</p><p></p><p>
Wonder uses geographic-specific salary structures, which means the salary offered may vary depending on where the job is located. The final salary offer will take into account various factors, such as the candidate's skills, education, training, credentials, and experience.</p><p></p><p><b>
Benefits</b></p><p></p><p>
We offer a competitive salary package including equity and 401K. Additionally, we provide multiple medical, dental, and vision plans to meet all of our employees' needs as well as many benefits and perks that are not listed.</p><p></p><p><b>
A Final Note</b></p><p></p><p>
At Wonder, we believe that in order to build the best team, we must hire using an objective lens. We are committed to fair hiring practices where we hire people for their potential and advocate for diversity, equity, and inclusion. As such, we do not discriminate or make decisions based on your race, color, religion, gender identity or expression, sexual orientation, national origin, age, military service eligibility, veteran status, marital status, disability, or any other protected class. If you have a disability, please let your recruiter know how we can make your interview process work best for you.</p><p></p><p><b>
We look forward to hearing from you! We'll contact you via email or text to schedule interviews and share information about your candidacy</b>.</p></div>

One Inc

<div><h5 class="jobSectionHeader"><b>Position Title: Manager, </b><b>Technical Support</b></h5>
<h5 class="jobSectionHeader"><b>Department: </b><b>Customer Support</b></h5>
<h5 class="jobSectionHeader"><b>Reports To: </b><b>Director, Customer Support</b></h5><br>
<p></p>
<p>
Overview: The Technical Support Manager is responsible for managing daily operations of the Customer Technical Support team to ensure exceptional customer service. This individual will work closely with teammates and external customers to identify and resolve technical issues for our suite of products through all means available (i.e. phone, email, chat, etc.) The Manager is responsible for managing individual technical support personnel, approval of PTO requests, maintaining on-call rotation schedule, as well as assign appropriate coverage when someone is out of office. This person will also manage case assignments from various support queues, ensure TS personnel are adhering to documented procedures and following all department and company guidelines.</p><br>
<p></p>
<p>
Key Responsibilities:</p>
<ul>
<li>Manage daily task distribution for Technical Support Agents/Engineers</li>
<li>Work closely with the Director of Customer Support to enhance and monitor processes and procedures to ensure efficiency</li>
<li>Build and cultivate internal and external customer relationships, often being the first point of contact for management escalations</li>
<li>Work with Director of Customer Support to create and monitor OKRs that will drive results</li>
<li>Lead Top Issues meetings weekly with Development</li>
<li>Conduct one-on-one meetings with Technical Support personnel as appropriate</li>
<li>Facilitate individual technical support team member one-on-ones as appropriate</li>
<li>Receive escalated complaint calls to a Manager and/or other internal resources when necessary</li>
<li>Work in team environments that span functional and geographic boundaries</li>
<li>Motivate and coach team members</li>
<li>Oversee and ensure conflict resolution between team members as needed</li>
<li>Onboard and train new members of the team</li>
<li>Provide communication to technical support employees on company and team initiatives where appropriate</li>
<li>Provide bi-weekly reporting on established KPIs to Director, Customer Support</li>
<li>Manage schedule for daily activities as well as assign coverage when someone is out of office</li>
<li>Other duties assigned as necessary</li></ul><br>
<p></p>
<p>
Skills &amp; Abilities:</p>
<ul>
<li>Excellent attention to detail, strong investigative skills and exceptional analytical skills</li>
<li>Knowledge of PCI compliance standards</li>
<li>Solid understanding of software development lifecycles</li>
</ul><ul><li>Exceptional time-management skills</li>
</ul><ul><li>Strong interpersonal skills and the ability to adapt in a complex and changing environment</li>
<li>Excellent verbal and written communication skills</li>
<li>Excellent customer service ability that results in trust and long-standing relationships with our customers</li>
<li>Ability to manage customer expectations appropriately and professionally</li>
<li>Demonstrated ability to prioritize and multi-ask in a deadline driven, high pressure environment</li>
<li>Must be team oriented with the ability to work independently and have the flexibility to work on holidays and weekends as needed</li>
<li>Ability to help lead a team of Technical Support Engineers</li></ul><br>
<p></p>
<p>
Education &amp; Experience:</p>
<ul>
<li>Bachelor&rsquo;s Degree in related field, or at least 7 years technical support or equivalent software application experience at a higher Tier level position</li>
<li>Experience working with external customers/clients and comfortable speaking to all levels of customer hierarchy</li>
<li>Experience with MS Communication technologies (i.e. Exchange), MS Collaboration technologies (i.e. MS SharePoint Server), JIRA ticketing system desired</li>
<li>3+ years SaaS experience required</li>
<li>2+ years of management experience preferred</li>
<li>Proven work experience in a similar role; insurance and or payments experience is preferred</li></ul><br>
<p></p>
<p>
Desired Traits:</p>
<ul>
<li>Insurance industry experience dealing with a policy and/or agency management system</li>
<li>Technical or customer support in the payment processing industry</li>
<li>Previous Salesforce experience</li>
<li>Similar lead or management role</li>
<li>Growth Mindset, Problem Solver, Demonstrates Ethical Behavior, Leverages Resources, Strong Drive, True Team Player, Supportive &amp; Adaptable to Change, Commitment to Personal &amp; Professional Development</li></ul><br>
<p></p>
<p>
Physical Demands:</p><br>
<p></p>
<p><i>
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.</i></p><br>
<p>
</p><div><div><div><div><p>Environment:</p></div><div><br>
<p>
Standard indoor office setting; exposure to computer screens</p>
<p><b>
Remote Work Expected</b></p></div></div><div><br>
<div>
<p>Physical:</p></div><div><br>
<p>
Requires repetitive motion. Substantial movements/motions of the wrists, hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed</p></div></div><div><br>
<div>
<p>Vision:</p></div><div><br>
<p>
See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents</p></div></div><div><br>
<div>
<p>Hearing:</p></div><div><br>
<p>
Ability to hear in the normal audio range with or without corrections</p></div><br>
</div><br>
</div></div><p><br>
Company Profile: One Inc provides insurance companies a digital payments platform designed to maximize retention of the new generation of policyholders&mdash;while reducing security risks and minimizing payment processing costs. One Inc has become the fastest growing digital payments platform in the insurance industry, and now manages more than $2.5 billion a year in payments for customers.</p><br>
<p></p>
<p>
Based in Folsom, CA&mdash;ranked by WalletHub as the best place in California to raise a family&mdash;One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, life insurance, stock options, commitment to a solid work/life balance, and a policy of promoting from within whenever possible.</p><br>
<p></p>
<p><i>
One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.</i></p></div>

Manager, Technical Support

ASK Development pvt Limited

<p><b>Hiring: Manager &ndash; Technical Support Services</b><br/>Islamabad<br/>Salary: PKR 250,000/month</p><p><b>Requirements:</b></p><ul><li>BS (4-year) in Telecom, CS, SE or related field (Master&rsquo;s preferred)</li><li>4&ndash;5 years&rsquo; experience in Technical Support / IT Operations / Service Delivery</li><li>Hands-on expertise in Datacom, IT Infrastructure &amp; Security</li><li>ITIL (Expert/Managing Professional) + CCNP/HCIP or equivalent certifications</li></ul><p><b>Key Responsibilities:</b></p><ul><li>Lead L1/L2 support, incident &amp; problem management</li><li>Ensure SLA compliance &amp; customer satisfaction (NPS)</li><li>Handle escalations &amp; perform RCA implementation</li></ul><p>Job Type: Full-time</p><p>Pay: Rs200,000.00 - Rs250,000.00 per month</p><p>Education:</p><ul><li>Bachelor's (Required)</li></ul><p>Experience:</p><ul><li>in technical support, IT operations management: 5 years (Required)</li></ul><p>Location:</p><ul><li>Islamabad (Required)</li></ul><p>Work Location: In person</p>

Manager – Technical Support Services

Atlas Copco Group

<p></p><div><div><h2 class="jobSectionHeader"><b>Your role
</b></h2><p>As a Technical Support Manager, your mission is to lead and develop the VTS Technical Support function for vacuum systems and applications across direct and indirect service channels. You will report to the Business Line Manager.
</p><p>You will
</p><ul><li>Be responsible for technical escalation leadership and root cause resolution
</li><li>Own warranty process, cost control, and quality feedback
</li><li>Manage the interface between the product company and engineering as well as reliability improvement
</li><li>Be responsible for field engineering support, standards, and enablement
</li><li>Be responsible for training, knowledge transfer, and team leadership
</li></ul><h2 class="jobSectionHeader"><b>To succeed, you will need
</b></h2><p>We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.
</p><p>You have 5+ years of experience, working as a technical support, service engineering, field engineering, or related technical service roles in industrial equipment
</p><ul><li>Strong technical understanding of vacuum technologies, system integration, and failure mechanisms.
</li><li>Root-cause analysis and structured troubleshooting methods for complex mechanical/electrical/system-level issues.
</li><li>Warranty process fundamentals, technical claim evaluation, and quality feedback loops.
</li><li>Service operations and field support processes, including escalation management and technical documentation
</li></ul><h2 class="jobSectionHeader"><b>In return, we offer
</b></h2><ul><li>Culture of trust and accountability
</li><li>Lifelong learning and career growth
</li><li>Innovation powered by people
</li><li>Comprehensive compensation and benefits
</li><li>Health and well-being
</li></ul><h2 class="jobSectionHeader"><b>Job location
</b></h2><p>This role requires you to work on-site at our office in Michigan City, United States (US). You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.<br>
<br>
</p><h2 class="jobSectionHeader"><b>Contact information
 </b></h2><p>Talent Acquisition Team: Sarah Nelson</p></div></div>
<br><div><div><div><div><div><div><div><div><div>Company: Atlas Copco Group
</div></div><br>
</div></div></div></div><div><div><div><div><div><div>Functional area: </div><div>Service
</div></div><br>
<div><div>Location: </div><div>US &ndash; United States
</div></div><br>
<div><div>City: </div><div>Michigan City
</div></div><br>
<div><div>On-site/remote: </div><div>On-Site
</div></div><br>
<div><div>Brand: </div><div>Atlas Copco
</div></div><br>
<div><div>Company Name: </div><div>Vacuum Technique LLC
</div></div><br>
<div><div>Date of Posting: </div><div>March 2, 2026
</div></div><br>
<div><div>Last day to apply: </div><div>June 2, 2026
</div></div><br>
</div></div></div></div><div>Apply for this position</div></div></div></div>

Technical Support Manager

Wipro

<div>Job Description<p></p><div><div><ul><li><div><b><br>
</b><br>
</div></li></ul></div></div><div><div><div><div>Job Title: TECHNICAL LEAD L1
</div></div></div></div><div><div><div><div>City: Bengaluru
</div></div></div></div><div><div><div><div>State/Province: Karnataka
</div></div></div></div><div><div><div><div>Posting Start Date: 2/23/26
</div></div></div></div><div><div><div><div>Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients&rsquo; most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
</div></div></div></div><div><div><div><div>Job Description:
<div><div><div><h2 class="jobSectionHeader"><b>Job Description
</b></h2></div><div><h1 class="jobSectionHeader"><b>Role Purpose
</b></h1><p>The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.<br>
<br>
</p></div></div><div><div><h2 class="jobSectionHeader"><b>͏
</b></h2></div><div><h2 class="jobSectionHeader"><b>Do
</b></h2><ul><li><b>Oversee and support process by reviewing daily transactions on performance parameters
</b><ul><li>Review performance dashboard and the scores for the team
</li><li>Support the team in improving performance parameters by providing technical support and process guidance
</li><li>Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
</li><li>Ensure standard processes and procedures are followed to resolve all client queries
</li><li>Resolve client queries as per the SLA&Atilde;&cent;&Acirc;&Acirc;s defined in the contract
</li><li>Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
</li><li>Document and analyze call logs to spot most occurring trends to prevent future problems
</li><li>Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
</li><li>Ensure all product information and disclosures are given to clients before and after the call/email requests
</li><li>Avoids legal challenges by monitoring compliance with service agreements
</li></ul></li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>͏
</b></h2></div><div><ul><li><b>Handle technical escalations through effective diagnosis and troubleshooting of client queries
</b><ul><li>Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
</li><li>If unable to resolve the issues, timely escalate the issues to TA &amp; SES
</li><li>Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
</li><li>Troubleshoot all client queries in a user-friendly, courteous and professional manner
</li><li>Offer alternative solutions to clients (where appropriate) with the objective of retaining customers&Atilde;&cent;&Acirc;&Acirc; and clients&Atilde;&cent;&Acirc;&Acirc; business
</li><li>Organize ideas and effectively communicate oral messages appropriate to listeners and situations
</li><li>Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA&Atilde;&cent;&Acirc;&Acirc;s
</li></ul></li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>͏
</b></h2></div><div><ul><li><b>Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
</b><ul><li>Mentor and guide Production Specialists on improving technical knowledge
</li><li>Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
</li><li>Develop and conduct trainings (Triages) within products for production specialist as per target
</li><li>Inform client about the triages being conducted
</li><li>Undertake product trainings to stay current with product features, changes and updates
</li><li>Enroll in product specific and any other trainings per client requirements/recommendations
</li><li>Identify and document most common problems and recommend appropriate resolutions to the team
</li><li>Update job knowledge by participating in self learning opportunities and maintaining personal networks
</li></ul></li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>͏
</b></h2></div><div><p><b>Deliver
</b></p><div><div><div><div>No </div><div>Performance Parameter </div><div>Measure
</div></div><br>
<div><div>1 </div><div>Process </div><div>No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT
</div></div><br>
<div><div>2 </div><div>Team Management </div><div>Productivity, efficiency, absenteeism
</div></div><br>
<div><div>3 </div><div>Capability development </div><div>Triages completed, Technical Test performance<br>
</div></div><br>
</div></div></div></div></div></div></div></div></div><p></p><div><div><div><div>Mandatory Skills: SAP PI - Process Integration .<br>
<p></p>Experience: 5-8 Years .<br>
<p></p>Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.</div></div></div></div></div><p></p>

TECHNICAL LEAD L1

<div>Job Description<p></p><div><div><ul><li><div><b><br>
</b><br>
</div></li></ul></div></div><div><div><div><div>Job Title: TECHNICAL LEAD L1
</div></div></div></div><div><div><div><div>City: Hyderabad
</div></div></div></div><div><div><div><div>State/Province: Telangana
</div></div></div></div><div><div><div><div>Posting Start Date: 2/23/26
</div></div></div></div><div><div><div><div>Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients&rsquo; most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
</div></div></div></div><div><div><div><div>Job Description:
<div><div><div><h2 class="jobSectionHeader"><b>Job Description
</b></h2></div><div><h1 class="jobSectionHeader"><b>Role Purpose
</b></h1><p>The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.<br>
<br>
</p></div></div><div><div><h2 class="jobSectionHeader"><b>͏
</b></h2></div><div><h2 class="jobSectionHeader"><b>Do
</b></h2><ul><li><b>Oversee and support process by reviewing daily transactions on performance parameters
</b><ul><li>Review performance dashboard and the scores for the team
</li><li>Support the team in improving performance parameters by providing technical support and process guidance
</li><li>Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
</li><li>Ensure standard processes and procedures are followed to resolve all client queries
</li><li>Resolve client queries as per the SLA&Atilde;&cent;&Acirc;&Acirc;s defined in the contract
</li><li>Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
</li><li>Document and analyze call logs to spot most occurring trends to prevent future problems
</li><li>Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
</li><li>Ensure all product information and disclosures are given to clients before and after the call/email requests
</li><li>Avoids legal challenges by monitoring compliance with service agreements
</li></ul></li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>͏
</b></h2></div><div><ul><li><b>Handle technical escalations through effective diagnosis and troubleshooting of client queries
</b><ul><li>Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
</li><li>If unable to resolve the issues, timely escalate the issues to TA &amp; SES
</li><li>Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
</li><li>Troubleshoot all client queries in a user-friendly, courteous and professional manner
</li><li>Offer alternative solutions to clients (where appropriate) with the objective of retaining customers&Atilde;&cent;&Acirc;&Acirc; and clients&Atilde;&cent;&Acirc;&Acirc; business
</li><li>Organize ideas and effectively communicate oral messages appropriate to listeners and situations
</li><li>Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA&Atilde;&cent;&Acirc;&Acirc;s
</li></ul></li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>͏
</b></h2></div><div><ul><li><b>Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
</b><ul><li>Mentor and guide Production Specialists on improving technical knowledge
</li><li>Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
</li><li>Develop and conduct trainings (Triages) within products for production specialist as per target
</li><li>Inform client about the triages being conducted
</li><li>Undertake product trainings to stay current with product features, changes and updates
</li><li>Enroll in product specific and any other trainings per client requirements/recommendations
</li><li>Identify and document most common problems and recommend appropriate resolutions to the team
</li><li>Update job knowledge by participating in self learning opportunities and maintaining personal networks
</li></ul></li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>͏
</b></h2></div><div><p><b>Deliver
</b></p><div><div><div><div>No </div><div>Performance Parameter </div><div>Measure
</div></div><br>
<div><div>1 </div><div>Process </div><div>No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT
</div></div><br>
<div><div>2 </div><div>Team Management </div><div>Productivity, efficiency, absenteeism
</div></div><br>
<div><div>3 </div><div>Capability development </div><div>Triages completed, Technical Test performance<br>
</div></div><br>
</div></div></div></div></div></div></div></div></div><p></p><div><div><div><div>Mandatory Skills: Teradata .<br>
<p></p>Experience: 5-8 Years .<br>
<p></p>Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.</div></div></div></div></div><p></p>

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