Technical Support - Tech Lead
SumTotal Systems
Hyderabad, India
7d ago

Job Type : Regular Hyderabad India (DivyaSree)

Job Description

Job Description Team Lead

Team Lead at SumTotal will play a critical role in assisting the Support Managers with day to day operations and provides technical / functional guidance to a group of TSEs.

The job involves handling and resolving complex customer issues / situations in the areas of product functionality and defect correction.

In this role, the Team Lead is expected to take end to end responsibility of the given tasks with minimum supervision and efficiently collaborate with cross functional teams to ensure customer success.

This role is also expected to take on account management duties when one or more customer requires a coordinated and focused approach to managing a set of open issues to a satisfactory resolution.

Responsibilities

  • Assist Support Manager in day to day operations and perform management duties
  • Provide direction, guidance, mentoring and instructions to a team of TSEs
  • Provide any technical / non-technical training that team members need
  • Handle customer escalations
  • Maintain ownership of issues / escalations until resolution, drive other teams as needed, set customer expectations accordingly
  • Work and collaborate with cross functional teams efficiently
  • Responsible for the individual / team level goals / metrics
  • Identify improvement opportunities and drive process changes appropriately
  • Handle Support related projects as prescribed by the management
  • Create and distribute team level reports and present to the management
  • Skills / Requirements

  • Functional and Technical expertise in any of the SumTotal Core suite products
  • Excellent communication skills
  • Strong customer service focus
  • Ability to communicate at different levels at the organization
  • Willingness pick up additional tasks with short notice and minimum supervision
  • Must be willing to work in shifts and / or change current shifts
  • Willingness to provide technical assistance and / or work on cases as required
  • Minimum 5 years’ experience in application support with at least 18 months experience in SumTotal
  • Must be willing to work in shifts and / or change their current shifts
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