Technical Lead

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Ernesto Acosta

“I have been part of the Gigmos team for a year and a half, I can say that it is a great team and the work style is very dynamic and low stress. I feel very happy to be in this company is the reality.”

Victor Agu

“I have created a new network of highly professional and talented people and I can’t express the kind of freedom this brings, especially with the idea that every effort I put in is rewarded financially.”

You demonstrate solid leadership and analytical skills, exhibit strong business acumen, as well as a commitment to productivity. You are a self-starter, go-getter, proactive and has the ability to learn and perform in a fast-paced environment.
You are dynamic, result oriented, has the ability to drive results through others, possess
strong analytical and negotiation skills and excellent process orientation.

Responsibilities

  • Responsible for overseeing the daily operations of technical support engineers as
    well as participating as an active member of the team.
  • Act as a mentor and provide oversight, coaching, and training to technical support
    engineers and be the point of contact when it comes to technical escalations.
  • Record and track team SLAs and workflows and provide support where needed for
    both internal and external customers.
  • Manage and report on all incoming technical support inquiries.
  • Assist in the creation of the team KPIs as well as monitor and report on results.
  • Be actively involved with the operational delivery keep a close track of the NSAT
    Scores and the productivity of the team members.
  • Monitor team performance and report on metrics.
  • Ensure that all customer inquiries and issues are solved correctly and in a prompt
    and professional manner.
  • Review all technical support related processes and documentation for continuous
    improvement.
  • Providing timely feedback to team members and resolve issues.
  • Create an open communication culture and an inspiring team environment.
  • Lead by Example in professionalism, Communication, and technical Expertise.

Knowledge, Skills and Experience

  • Proven people management and leadership skills
  • Excellent communicator, both oral and written
  • Strong analytical skills to investigate and resolve customer support tickets
  • Able to multi-task efficiently under time pressure
  • Graduate with minimum 4-6 years of Experience as technical leader in Technical
    Support process.
  • Should have good knowledge in MS office

Work Location/Shift Timings: Permanent work from home and you will be required to
work in US Shift Timings
No. of Positions: 5
CTC: As per Industry Standards
Company Website: www.gigmos.com