Job description
As a Team Lead, Client Support you will be responsible to direct the day-to-day operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance

Monitor production support ticket queues
Manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution
Analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity
Identify client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations
Plan, delegate and direct the team s day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team
Communicate policies, practices and procedures within immediate area of responsibility to stakeholders within the team
Identify and plan team-level quality and process improvement initiatives
Deliver consistent and timely training, guidance and feedback to encourage associate success
Provide input on staffing and performance decisions for direct reports
Supervise a team associates
Basic Qualifications

At least 5 years total combined related work experience and completed higher education, including:

At least 1 year customer service, call center, hospitality and/or technical support work experience
At least 4 years additional work experience directly related to the duties of the job and/or completed higher education
High School Diploma
Preferred Qualifications
At least 1 year people management, matrix management, project management or other indirect leadership work experience
Bachelors degree or equivalent relevant work experience
Expectations
Perform other responsibilities as assigned
Willing to work additional or irregular hours as needed and allowed by local regulations
Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position
Role: Operations Support - Other
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Operations Support
Education
UG: Any Graduate
PG: Any Postgraduate
Key Skills
HospitalityProduction supportStaffingProject managementProcess improvementTeam LeaderCustomer serviceOracleOperationsTechnical support