TECHNICAL LEAD L1
As a Technical Lead L1, you will support process delivery by overseeing the daily performance of Production Specialists, resolving technical escalations, and developing technical capability within the team.
You will review daily transactions on performance parameters, monitor performance dashboards, and support the team in improving their scores by providing technical guidance and process support. You are expected to record, track, and document all queries received along with problem-solving steps taken and their outcomes.
A key part of the role involves handling technical escalations through effective diagnosis and troubleshooting. You will manage and resolve technical roadblocks as per SLA and quality requirements, provide product support by guiding users through step-by-step solutions, and offer alternative solutions where appropriate to retain customer business. If issues cannot be resolved at your level, you will escalate them promptly to TA and SES teams.
You will also build people capability by mentoring and guiding Production Specialists, identifying skill gaps, and developing and conducting training sessions (triages) for the team. Staying current with product features, changes, and updates through self-learning and product-specific trainings is essential.
Additionally, you will ensure compliance with service agreements, document and analyze call logs to identify recurring trends, and ensure all product information and disclosures are provided to clients appropriately.
