Global Technical Support Team Lead

ETS Assessment Services Pvt Ltd; United States; Remote; USD 70,000 - 95,000; Full time

Job summary

ETS seeks a personable, highly skilled Technical Support Team Leader to oversee a 24x7 global support operation, bridging high‑level goals with frontline client experiences via phone and live chat. The role requires coordinating a sizable team and ensuring timely, accurate service to test takers and clients.

The ideal candidate has at least two years in a Team Leader role within BPO/IT‑BPO, strong leadership and communication skills, and experience with NICE systems and JIRA.

Qualifications

• Minimum two years as Technical Support Team Leader in BPO/IT-BPO.
• Experience with call center reporting and statistics.
• Familiarity with NICE phone system incl. Dashboard and Chat.
• Experience using JIRA/Atlassian ticketing system.
• Knowledge of QA processes and MS Office applications.

Responsibilities

• Lead daily operations of the technical support team and meet preset goals.
• Monitor queues and manage agent schedules and breaks.
• Oversee NICE Telephony Dashboard and live chat coverage.
• Triage JIRA tickets and provide floor support to agents.
• Develop and improve TSR policies and procedures.
• Ensure staff compliance with company policies.

Skills

Leadership

Team management

Communication

Multitasking

Interpersonal skills

Education

Graduate degree

Tools

NICE Dashboards

NICE Chat

NICE Workforce Optimization

JIRA/Atlassian

Job description

ETS seeks a personable, highly skilled Technical Support Team Leader to oversee a 24x7 global support operation, bridging high‑level goals with frontline client experiences via phone and live chat. The role requires coordinating a sizable team and ensuring timely, accurate service to test takers and clients.

The ideal candidate has at least two years in a Team Leader role within BPO/IT‑BPO, strong leadership and communication skills, and experience with NICE systems and JIRA.