The Technical Support Team Leader is an experienced senior engineer with leadership/team management qualities. The Technical Support Team Leader is able to deliver technical support for the more complex customer issues, communicate very well with customers and internal stakeholders, and at the same time provide day-to-day oversight of support team members. The Technical Support Team Leader shall collaborate with the sales team to ensure customer support plays a complimentary role in business growth.
WORK EXPERIENCE
8+ years’ experience in technical support, or equivalent.
Prior experience required in managing and leading technical teams.
Prior experience in Information Technology with an emphasis on managing teams that have deployment, network management and/or security experience.
Good project management skills
MAIN RESPONSIBILITIES
Individual Work
Provide technical support to customers under standard or MSA support contract.
Apply system analysis techniques and procedures and consult with end users to diagnose product and system issues, and determine appropriate system configurations and specifications to optimize usage of Kaspersky products.
Drive issue resolution using established processes and procedures in coordination with supporting resources to ensure a timely solution.
Deliver world-class service to ensure customer satisfaction with MSA premium support with a focus on incident resolution and the renewal of both product and service.
Facilitate communication between customers, product experts, and development teams at Kaspersky to manage escalations requiring fixes or feature requests.
Team Leadership
Coaches and mentors support team members in terms of support processes, procedures and customer communication approaches. Provide subordinates with regular performance feedback.
Facilitate a positive and productive team environment, so as to motivate the support team to achieve the KPI’s.
Daily management of support tickets to ensure customer receives timely engineer responses/updates with quality action plans. Review team cases on a regular basis to ensure that all customer incidents receive timely solutions.
Plan, prioritize, and schedule the team’s activities (duty roster, projects, vacations, etc.) to have enough resources are available to respond to customer requests (phone and web).
Ensure that the support staff use incident management systems to maintain accurate and up-to-date customer service records.
Be the primary focal point for customer complaints. Manage escalations, and drive satisfactory resolution of customers’ technical support issues.
Ensure strong customer satisfaction survey participation rate. Review customer satisfaction survey results, conduct service recovery calls for low scores so as to capture improvement areas, and then turn the learnings into improvement action plans for the team.
Develop support team members capability continuously, in both technical/product skills, as well as soft skills; through a mix of formal training, coaching and mentoring.
Develop problem-solving guidelines, checklists, or other materials to assist customer service staff to respond to enquiries that are recurring or routine.
Administrative
Own and drive the MSA/KPS new order process (issuance of MSA/KPS customer certificates, registration of authorized MSA contacts, onboarding customer to the Company Account support portal).
Collaborate with sales/presales for MSA/KPS attach activities.
Participate in all technical support related continuous improvement processes and programs.
Submit weekly operational report and attend the weekly operational review meeting.
The above is not an exhaustive list of duties and the incumbent will be expected to perform different tasks as necessitated by his/her changing role within the organization and the overall business objectives of the organization.
REQUIRED SOFT-SKILLS
Professional-level verbal and written communication skills
Advanced-level interpersonal skills
Excellent conflict resolution and conflict management skills
Strong negotiation skills
Languages: Excellent English and Native language of the location
REQUIRED TECHNICAL SKILLS
Advanced knowledge in:
Endpoint Security Troubleshooting + Endpoint Security for Windows and Security for Windows Servers, or equivalent.
MS SharePoint
MS Exchange
MS SQL
Networking technologies (TCP/IP, LAN, DNS, SMTP, Messaging, Web, etc.)
Microsoft OS (Server 2008+ and Windows 7+) at a system administration level
Corporate networking infrastructures (eg. Active Directory, Group Policy, etc.)
Troubleshooting skills including the ability to analyze logs, traces, and dump files
Virtualization environments (VMware, Hyper-V, Citrix)
Security solutions (Firewalls/authentication/encryption/AV MS, etc.)
Intermediate knowledge in:
Enterprise Cybersecurity solutions, Network Security & Encryption solutions, or equivalent technologies.
MS Teams
Linux OS
Network administration & management
Network performance monitoring & analysis
Help Desk/Desktop support solutions
EDUCATION
Tertiary education in Information Technology, Information Systems or Computer Science.
Optionally:
CompTIA A+ or equivalent
CompTIA N+ or equivalent
CompTIA Security + or equivalent
CompTIA Server+ or equivalent
MCP: Windows Server 2008+ and Windows 7+
CCNA beneficial
CISSP
VMware or equivalent
Linux LPI or equivalent
Kaspersky Certified System Engineer
PERSONAL CHARACTERISTICS
Customer and service oriented thinking
Self-motivation and initiative
Ability to align and motivate team toward a common goal
Ability to explain complex ideas in simple terms.
Advanced conflict resolution skills.
Advanced problem solving/troubleshooting skills.
Strong presentation and negotiation skills.
Ability to multitask and prioritize job requirements with minimal supervision.
High level of teaching skills: Ability to transfer knowledge through practical demonstration to customer or colleagues in a group session.
Structured and process-oriented working style
Excellent project management skills
Location : Mumbai, India
Job Detail
Job Id
JD1966930
Industry
Not mentioned
Total Positions
1
Job Type:
Full Time
Salary:
Not mentioned
Employment Status
Permanent
Job Location
Mumbai, Maharashtra, India
Education
Not mentioned
Experience
Year
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