Job Type : Regular Hyderabad India (DivyaSree)
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.
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