Team Leader is primarily responsible for supporting, coaching, developing and supervising a team of technical support executives and technicians. Call management, communication adherence, escalation management and customer management.
Improve service levels/work performance of support team & maintain highest level of customer satisfaction thorough reduced resolution TAT.
Consistently monitor support staff to proactively identify potential problems areas affecting customer service; escalate/coordinate internally to ensure corrective actions are taken for resolution.
Should be able to understand different networking typologies, understand how Different network elements work together etc.
Control customer churn through constant communication with customers, understanding area of concerns, service improvement in our network & coordinate internally to get open action items closed at the earliest.
Should work closely with business heads & contribute towards upselling from existing customers & new business growth.
On-Time feasibility survey (Wired & Wireless).
Online & On-site troubleshooting of technical problems related to our Internet Services & other solutions provided by YOU Broadband.
Configuration and implementation of network communications devices such as Routers, RF Equipment, Switches, Modems, VoIP Gateway Devices, Firewall, UTM appliance.
Should be able to understand different networking topologies, understand how different network
elements work together & identify problem areas & should be comfortable working on Cisco CLI & other
routers and should have good understanding of TCP/IP, Routing, WAN Technologies, and
troubleshooting methodologies.
Should be technically strong in networking and should be able to work and perform under pressure.
Should have good communication skills, ability & strong team player, Capability to influence Team and manage. Good decision making ability to deal with critical support issues.
Ensuring prompt response to customer complaints & timely closure of service requests in minimum TAT.
Cross-Function/Inter-Departmental coordinating to provide efficient solutions, ensuring higher customer satisfaction matrices, churn control & retention of customers.
Coordination with Basic Service Operators for Last mile connectivity related issues.
Maintaining necessary documentation (Installation Reports, Network Diagrams & other documents as per guidelines)
Knowledge
Required Skills & Knowledge
Energetic
Extrovert
Good Personality
Extrovert
Proactive
Good Communication
Others
Qualification :
Graduate
Professional certification like CCNA, CCNP, CWNA.
Others
Qualification :
Graduate
Professional certification like CCNA, CCNP, CWNA.
Experience :
5-6 Years or more work experience in ISP in Customer Support.
