Support Team lead

• Lead and manage the Software Support Team and monitor daily activities.
• Handle customer queries through live chat, calls, emails, and remote sessions.
• Handle escalated and critical customer issues and ensure timely resolution.
• Monitor tickets, SLA, response time, resolution time, and support backlog.
• Coordinate with Development, QA, and Product teams for technical issue resolution.
• Provide product training and guidance to team members and clients.
• Monitor team performance and ensure high customer satisfaction.
• Identify recurring issues and support process improvements.
• Maintain proper records and prepare regular support reports.
• Handle customer feedback and ensure effective issue resolution.

• 5+ years of experience in Software Support
• Minimum 1-2 years of experience in Team Lead role.
• Strong verbal and written English communication skills.
• Good knowledge of web applications and e-commerce platforms.
• Basic knowledge of HTML, CSS, and JavaScript is beneficial.
• Strong troubleshooting and problem-solving skills.
• Experience with ticketing/helpdesk systems and SLA management.
• Good customer handling and escalation management skills.
• Ability to coordinate with cross-functional teams.
• Proactive, responsible, and willing to work in rotational shifts.

Required Skills