Support Team Lead

  • Full Time
  • Lalitpur

Website Vianet Communication


Support Team Lead

Number of Vacancy(ies): 1
Qualification: Bachelors in IT or Engineering
Experience: Experience of customer service roles will be advantageous.
Contract of Employment: Full-time
Job Location: Jawalakhel

Job Duties & Responsibilities:

  • Mentor a team of 12 agents.
  • Ensure that all customer inquiries and issues are logged and solved correctly and in a prompt and professional manner.
  • Follow up task escalated by team and Supervisors
  • Talk to the customer, when fellow team member needs immediate assistance.
  • Act as a mentor and provide oversight, coaching, and training to technical support agents.
  • Monitor call queues, agent’s queue time, and agent’s daily throughput.
  • Conduct periodic knowledge sharing sessions to reduce errors to improve efficiency.
  • Handle escalated issues by utilizing problem solving skills and communication skills to effectively resolve more than 95% of customer inquiries in a timely manner.
  • Coach and train support personnel in processing inbound calls from customers while maintaining a high-level of customer satisfaction and exceeding department goals during peak call volumes.
  • Resolve and provide guidance to agents for escalated technical issues
  • Participate in team meetings for escalated issues to provide faster resolution
  • Conduct team huddle on weekly basis
  • Record and track team SLAs and workflows
  • On-board new technical support team members
  • Work to create any relevant support material for the team
  • Review all technical support related processes and documentation for continuous improvement

Working Conditions:

  • This role requires to work in a noisy and fast paced environment.

Application Deadline: 2024-02-29

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