The Technical Lead L1 will support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.
Requirements
- Oversee and support process by reviewing daily transactions on performance parameters
- Support the team in improving performance parameters by providing technical support and process guidance
- Resolve client queries as per the SLA's defined in the contract
- Develop understanding of process/product for the team members to facilitate better client interaction and troubleshooting
- Manage and resolve technical roadblocks/escalations as per SLA and quality requirements
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
- Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Mentor and guide Production Specialists on improving technical knowledge
Benefits
- Health insurance
- Retirement plan
- Life insurance
- Paid time off
- Stock options
