Technical Support Team Lead

HCLTech is a global technology company, home to more than 223,000 people in 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion.Key Responsibilities:• Lead and mentor the technical support team, providing guidance and support.• Manage escalated customer inquiries and technical issues.• Develop and implement support processes and best practices.• Collaborate with engineering and product teams to resolve complex issues.• Monitor team performance metrics and implement improvements.• Conduct training sessions to enhance team skills and knowledge.• Stay updated on industry trends and emerging technologies.You need to have• Bachelor's degree in computer science or industrial and management, or anything equivalent.• At least 2 years of experience as Technical Support (2nd tier) or similar, preferably in a global B2B-focused SaaS.• 2-5 years' experience as a Team Leader, managing people and operations.• Solid written, verbal, interpersonal communication, and customer service skills are needed to work successfully with customers in high-stress and/or ambiguous situations.• Aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.• Ability to follow standard engineering principles and practices.• Creative approach to problem solving.• Willingness to go the extra mile to get the job done within SLAs and customer commitments.It would be great if you had:• Experience with at least one Cloud provided (AWS, GCP, Azure), familiarity with Container technologiesWe offer a competitive package that includesLife insuranceMajor Medical Expenses InsuranceMinor Medical Expense InsuranceSavings Fund 13%Food vouchers 10%30 days as Christmas Bonus12 days of vacation in the first year, increasing 2 days as dictated by law.Additionally, we provide continuous training and development opportunities to help our employees achieve their professional goals.We need Fluent English.

Creado: Jue, 01 de Ene de 1970