TECHNICAL LEAD L1

The Technical Lead L1 is responsible for supporting process delivery by ensuring daily performance of Production Specialists, resolving technical escalations, and developing technical capability within the team. The role involves reviewing daily transactions, providing technical support, and documenting all queries received. The Technical Lead L1 will also be responsible for developing understanding of process/products for team members, documenting and analyzing call logs, and ensuring standard processes and procedures are followed to resolve client queries.

Requirements

• Review daily transactions on performance parameters
• Provide technical support and process guidance to the team
• Document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions
• Resolve client queries as per SLA's defined in the contract
• Develop understanding of process/product for the team members to facilitate better client interaction and troubleshooting
• Handle technical escalations through effective diagnosis and troubleshooting of client queries
• Manage and resolve technical roadblocks/escalations as per SLA and quality requirements
• Mentor and guide Production Specialists on improving technical knowledge
• Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist

Benefits

• Competitive salary
• Opportunities for career growth and development
• Collaborative and dynamic work environment
• Opportunities for training and professional development