Technical Support Lead

2 months ago

Malang, Indonesia Kobus Smart Service Full time

**Job Overview**:
We are looking for an experienced and motivated Team Lead to oversee our Tech Support team. The TL will ensure the effective management of the support agents, maintaining high service levels, and providing leadership and guidance to the team.

**Key Responsibilities**:

- Lead and manage the Tech Support team, ensuring efficient and effective operations.
- Monitor team performance, providing feedback, and implementing improvement plans when necessary.
- Act as a point of escalation for complex customer issues that the support agents cannot resolve.
- Familiar with ticketing systems such as Freshdesk or similar platforms for managing and tracking support tickets.
- Ensure that support tickets are handled promptly and within the SLA (Service Level Agreement).
- Serve as the final escalation point before passing issues to the 2nd level support (Engineering team).
- Maintain our SLA by ensuring the team meets or exceeds performance targets for issue resolution and customer satisfaction.
- Coordinate with other departments to facilitate the resolution of technical issues.
- Conduct regular training sessions and update the team on new technologies and processes.
- Prepare and analyze reports on team performance, customer satisfaction, and issue resolution times.
- Participate in hiring, onboarding, and training new team members.
- Ensure shift schedules are adequately covered and manage shift rotations.

**Qualifications**:

- Bachelor's degree in IT, Computer Science, or a related field; relevant certifications are a plus.
- Proven experience as a Team Lead or Supervisor in a technical support environment.
- Strong leadership and team management skills.
- Familiarity with ticketing systems like Freshdesk is highly desirable.
- Excellent problem-solving skills and the ability to handle high-pressure situations.
- Strong communication and interpersonal skills.
- Experience with logistics systems is a plus.
- Ability to work flexible hours and manage shift schedules.

Jenis Pekerjaan: Penuh Waktu

Pertanyaan Lamaran:

- Apakah Anda bersedia untuk di tempatkan di Malang?

Pendidikan:

- S1 (Diwajibkan)

Pengalaman:

- Technical Support Lead / SPV: 1 tahun (Diutamakan)

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