Role Summary
The Team Lead, Technical Support Center is responsible for overseeing daily operations to ensure effective customer issue resolution. This role impacts the overall performance of the support team and requires collaboration across departments to meet key performance indicators.
Job Description
The Team Lead for the Technical Support Center manages the daily activities of the support team, ensuring that customer issues are resolved efficiently and effectively. This position involves coaching team members, monitoring performance, and maintaining a high level of technical expertise in a dynamic work environment.
Key Responsibilities:
- Oversee daily operations of the Technical Support Center.
- Manage agent performance and conduct coaching sessions.
- Drive technical excellence within the support team.
- Collaborate with other departments to meet KPIs.
- Ensure adherence to workflow processes.
- Maintain team morale and foster a positive work environment.
- Troubleshoot complex software applications and provide solutions.
Job Requirements
Bachelor's degree in Computer Science or 5+ years of equivalent technical experience.
Minimum 4 years of experience with Microsoft SQL and database management.
Proficiency in Windows Server (2008+), Desktop Administration (Win7+), and Active Directory.
CompTIA A+ or N+ certifications are highly preferred.
Proven leadership experience in agent coaching and managing performance KPIs.
Quick Info
Company
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Location
Kuala Lumpur
Salary
—
Incentive / Bonus
Not Specified
Skills Required
8 skills
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Required Skills
SQL
Windows Server
Technical Support
Coaching
Performance Management
Networking
Problem Solving
Communication
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