Call Center Technical Lead

Position Summary: The PH Lead acts as the cell center team lead, ensuring that the day-to-day activities of the technical support representatives run smoothly. This role involves monitoring team performance, providing guidance, and reporting progress to the Manager. The Lead will also act as a liaison between the representatives and upper management, ensuring seamless communication and efficient operations. 

Key Responsibilities: 

• Oversee the daily activities of day and night/weekend technical support representatives, ensuring adherence to schedules and quality standards. 
• Provide ongoing training, feedback, and coaching to team members to improve technical troubleshooting skills and customer interactions. 
• Monitor call center metrics, such as call volume, resolution times, and customer satisfaction scores, and implement corrective actions as needed. 
• Resolve team-level issues and escalate critical matters to the US-based Manager as necessary, ensuring minimal disruption to operations. 
• Develop and maintain knowledge bases, FAQs, and training materials to support team development. 
• Coordinate with other leads to ensure seamless handoffs between shifts and consistent service delivery. 
• Conduct regular performance reviews and provide actionable feedback to team members. 

Technical Qualifications for Technical Lead:

• Advanced Troubleshooting Skills: 
• Demonstrated ability to diagnose and resolve complex technical issues across hardware, software, and network environments. 
• Expertise in analyzing and resolving browser-related issues (Chrome, Edge, and other modern web browsers). 
• Operating Systems and Software Knowledge: 
• Proficiency in Windows and macOS operating systems, including system configurations, updates, and permissions management. 
• Strong understanding of common software applications, including Office 365, collaboration tools, and cloud-based solutions. 
• Understanding of security principles related to software, browsers, and operating systems. 
• Browser Support: 
• Advanced knowledge of browser configurations, extensions, and settings for Chrome and Edge. 
• Experience resolving browser compatibility issues with enterprise applications and SaaS platforms. 
• Ability to troubleshoot performance issues, crashes, and security concerns in web environments. 
• Problem-Solving Expertise: 
• Exceptional critical thinking and decision-making skills for real-time problem resolution. 
• Proven experience identifying root causes and implementing effective long-term solutions. 
• Must have access to a reliable computer, a noise-canceling headset, and a stable high-speed internet connection suitable for video calls and troubleshooting tasks.