Lead and manage a technical support team, ensuring timely issue resolution, client engagement, performance monitoring, and team development in a remote environment.
Job Overview:
Dozee Technical Support Team provides round the clock remote support to clients across the globe.
We are seeking a highly motivated and hands-on Technical Support Lead with a strong
background in software and hardware troubleshooting and remote support. This role requires a
balance of individual technical contribution and team leadership. The ideal candidate will be
responsible for managing day-to-day team operations, ensuring timely resolution of technical
issues, and collaborating cross-functionally with field teams, engineering, and product teams to
drive long-term solutions.
Key Responsibilities
- Team Leadership & Operations Management
- Lead and manage the day-to-day operations of the technical support team, ensuring adherence to Service Level Agreements (SLAs), Turnaround Times (TAT), and Key Activity and Result Areas (KARAs).
- Develop and implement strategies to optimize team performance and efficiency.
- Roster & Shift Management:
- Oversee and manage team rosters, ensuring adequate coverage and balanced workloads to meet operational requirements.
- Client Engagement & Escalation Handling:
- Act as the primary point of contact for client escalations, addressing and resolving complex technical issues promptly.
- Maintain strong client relationships, ensuring high satisfaction levels and effective communication.
- Training & Development:
- Conduct regular training sessions for the support team to enhance technical skills and product knowledge.
- Foster a culture of continuous learning and improvement within the team.
- Ticket Resolution & Incident Management:
- Ensure timely and effective resolution of support tickets, minimizing downtime and disruption for clients.
- Oversee incident management processes, coordinating with cross-functional teams as necessary.
- Reporting & Performance Monitoring:
- Generate and analyze performance reports, providing insights into team performance, ticket trends, and areas for improvement.
- Monitor key performance indicators (KPIs) to ensure service excellence.
- Process Improvement & Documentation:
- Identify opportunities for process enhancements to improve efficiency and service quality.
- Maintain comprehensive documentation of support procedures, troubleshooting guides, and knowledge base articles.
Desired Experience:
- Experience: 3–5 years of technical support software or hardware troubleshooting experience, including a minimum of 2 years in a technical team leading role.
- Education : Degree or diploma in Electronics, Computer Science, Engineering, or related field.
- Proficient in using diagnostic tools for software and hardware issue resolution.
- Basic coding knowledge to assist in troubleshooting processes.
- Experience working with APIs for data generation and integration.
- Strong problem-solving and analytical abilities.
- Excellent verbal and written communication skills, with the ability to engage effectively with field teams and customers—especially in remote environments.
- Proven ability to thrive in a collaborative, remote team environment and manage tasks in a fast-paced, high-pressure setting.
- Good understanding of internet setup, or resolving internet connectivity issues, bluetoothconnectivity issues.
Preferred Skills:
- Experience with medical or healthcare technology.
- Knowledge of software systems for ticket management and issue tracking.
- Experience with troubleshooting network-related issues
- Knowledge on MDM solutions, Android OS, Linux machines, computer networks, brief knowledge about electronics, embedded systems.
Top Skills
Android Os
APIs
Diagnostic Tools
Linux
Mdm Solutions
Similar Jobs
Cloud • Information Technology
The Team Lead - Technical Support oversees operations, mentors engineers, monitors performance metrics, ensures customer issue resolution, and promotes team communication.
Top Skills:
Customer ServicePerformance MetricsSlasTechnical Support
%20(1).png)
Artificial Intelligence • Cloud • Events • Productivity • Software • Business Intelligence • Conversational AI
This role involves managing technical support agents to ensure high customer satisfaction through coaching, performance management, and daily operational oversight.
Top Skills:
Call Center TechnologyGoogle WorkspaceVoip
Food • Retail • Agriculture • Manufacturing
The Business Development Exec is responsible for achieving sales targets, managing distributors, and expanding client relationships in the food service sector.
Top Skills:
Client ManagementFood ServiceSales Management
What you need to know about the Delhi Tech Scene
Delhi, India's capital city, is a place where tradition and progress co-exist. While Old Delhi is known for its rich history and bustling markets, New Delhi is defined by its modern architecture. It's clear the region places a strong emphasis on preserving its cultural heritage while embracing technological advancements, particularly in artificial intelligence, which plays a central role in shaping the city's tech landscape, fueled by investments in research and development.
