L3 Support

Job Role: L3 Technical Support Shift Timings:7:30 PM IST Work Location:Hyderabad-Onsite Job Description: The Technical Support will be responsible for leading the team of Technical Support Analysts, providing high-quality support to our customers in USA, London and other locations globally, resolving their issues efficiently, and ensuring a positive customer experience. This role requires excellent leadership skills, communication skills, advanced problem-solving abilities, and a customer-centric approach. Key Responsibilities: • mentor a team of technical customer support analysts, providing guidance and support • Handle escalated customer inquiries and issues, ensuring timely and effective resolution • Analyze customer feedback and support metrics to identify areas for improvement • Develop and implement customer support policies and procedures • Collaborate with other departments to address customer needs and improve service delivery • Maintain accurate records of customer interactions and issue resolutions in the CRM system • Provide training and development opportunities for the technical customer support team • Respond to escalated customer inquiries via phone, email, and chat in a timely and professional manner • Diagnose and troubleshoot technical issues reported by customers • Provide technical support and assistance to customers via phone, email, or chat • Identify and diagnose technical issues reported by customers • Resolve technical problems in a timely and efficient manner • Escalate complex issues to the appropriate departments or teams for resolution • Assist customers with software installations and upgrades • Document and track customer issues in a ticketing system • Maintain accurate records of customer interactions and issue resolutions in the CRM system • Collaborate with other teams to ensure timely resolution of customer issues • Stay updated on product knowledge and industry trends to effectively assist customers • Provide feedback and suggestions to improve customer support processes and tools • Participate in the recruitment and onboarding of new team members Qualifications: • Bachelor's degree or equivalent in a related field •8+ Years Work Experience in similar roles • Proven Experience in Leading Customer Support Teams or Technical Support Teams • Proficiency in using CRM Software and other Service Desk Applications Skills: • Strong Leadership and Team Management Skills • Knowledge of Windows and Mac OS, Network Services • Familiarity with software installation and troubleshooting • Advanced understanding of network protocols and configurations • Apple Business Manager & MDM experience • Microsoft Intune & Windows Autopilot • Azure Active Directory administration • Microsoft 365 (Exchange, SharePoint) • Endpoint troubleshooting (Windows, macOS, iOS) • Security tools: Microsoft Defender, Sentinel • Strong troubleshooting and communication skills

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