L1 Support Team Lead – CSSD

L1 Support Team Lead – CSSD

Number of Vacancy(ies): 2
Qualification: Bachelors in IT or Engineering
Experience: Minimum 1+ year experience in a similar technical support role
Contract of Employment: Morning( 6:00 am to 2 :00 pm)
Job Location: Jawalakhel , Lalitpur

Skills and Knowledge:

• Strong knowledge of networking, troubleshooting, and customer support best practices.
• Excellent communication and mentoring skills.
• Ability to handle conflict resolution with customers and team members effectively.
• Strong problem-solving and analytical skills for troubleshooting technical issues.
• Highly organized, proactive, and adaptable in a fast-paced environment.

Job Duties & Responsibilities:

Team Leadership & Performance Monitoring

• Lead and mentor a team of 12 support agents to improve technical and problem-solving skills.
• Monitor performance metrics, call queues, and APS; conduct weekly huddles and individual interventions.
• Ensure timely and professional resolution of customer issues.
• Technical Support & Escalation Handling
• Serve as primary escalation point, resolving 95%+ of complex technical issues.
• Follow up on escalated tasks and directly assist agents and customers as needed.

Training & Process Improvement

• Coach agents on troubleshooting and customer handling.
• Conduct knowledge-sharing sessions and onboard new team members.
• Continuously improve support processes, SOPs, and documentation.

Collaboration & Reporting

• Track SLAs, participate in team meetings, and report key findings to leadership.
• Provide ad-hoc reports to Assistant Managers and HOD.

Customer Experience Enhancement

• Analyze customer feedback to identify trends and recommend improvements

Application Deadline: 2025-04-26