Support Team lead

Identixweb Pvt Ltd; Gujarat; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Identixweb Pvt Ltd is seeking an experienced Support Team Lead to manage our software support team and ensure excellent customer service and timely resolution of technical queries.

You will lead daily activities, handle queries via live chat, calls, emails, and remote sessions, and coordinate with Development, QA, and Product teams to resolve issues. Strong English communication and leadership skills are required.

Qualifications

• 5+ years of experience in Software Support.
• 1–2 years in Team Lead role.
• Strong verbal and written English communication.
• Experience with ticketing/helpdesk systems and SLA management.
• Experience coordinating with cross-functional teams.

Responsibilities

• Lead and manage the Software Support Team and monitor daily activities.
• Handle customer queries through live chat, calls, emails, and remote sessions.
• Handle escalated and critical customer issues and ensure timely resolution.
• Monitor tickets, SLA, response time, resolution time, and support backlog.
• Coordinate with Development, QA, and Product teams for technical issue resolution.
• Provide product training and guidance to team members and clients.
• Monitor team performance and ensure high customer satisfaction.
• Identify recurring issues and support process improvements.
• Maintain proper records and prepare regular support reports.
• Handle customer feedback and ensure effective issue resolution.

Skills

Customer Support

Escalation Management

Troubleshooting

Problem Solving

Ticket Management

Client Handling

Customer Satisfaction

Team Leadership

Team Management

Job description

We are looking for an experienced Support Team Lead to manage our software support team and ensure excellent customer service and timely resolution of technical queries.

• Lead and manage the Software Support Team and monitor daily activities.
• Handle customer queries through live chat, calls, emails, and remote sessions.
• Handle escalated and critical customer issues and ensure timely resolution.
• Monitor tickets, SLA, response time, resolution time, and support backlog.
• Coordinate with Development, QA, and Product teams for technical issue resolution.
• Provide product training and guidance to team members and clients.
• Monitor team performance and ensure high customer satisfaction.
• Identify recurring issues and support process improvements.
• Maintain proper records and prepare regular support reports.
• Handle customer feedback and ensure effective issue resolution.

Requirements

• 5+ years of experience in Software Support
• Minimum 1–2 years of experience in Team Lead role.
• Strong verbal and written English communication skills.
• Good knowledge of web applications and e-commerce platforms.
• Strong troubleshooting and problem-solving skills.
• Experience with ticketing/helpdesk systems and SLA management.
• Good customer handling and escalation management skills.
• Ability to coordinate with cross-functional teams.
• Proactive, responsible, and willing to work in rotational shifts.

Required Skills

Customer/Technical Support Escalation Management Troubleshooting & Problem Solving Ticket management Client Handling & Customer Satisfaction Team Leadership & Team Management