Product Support- Team Lead

Apply now Job no: 520987
Brand: FCM
Work type: Full time
Location: Bangalore, India, Kuala Lumpur, Malaysia
Categories: Corporate & Group Travel

Job Purpose: 

The Senior Product Support Engineer & Team Leader is the primary point of contact for end users requiring advanced technical assistance, issue resolution, and service requests. This role demands a higher level of expertise compared to first-level support, addressing more complex and escalated problems. In addition, this position entails daily team management, focusing on communication, training, development, and effective problem resolution.

Key functions of the role include:

  • Support & Technical Expertise:
    • Conduct advanced troubleshooting, analyze and diagnose incidents within SLAs.
    • Understand, replicate, and provide relevant findings to Level 3/Vendor for further investigation.
    • Investigate and ascertain root causes of complex technical issues, ensuring they are resolved or prevented.
    • Maintain communication with the business on the status of critical problems, ensuring transparency and regular updates.
  • Team Management:
    • Supervise day-to-day activities of the technical support team.
    • Ensure high-quality customer service and technical support from the team.
    • Mentor and train team members to enhance their technical and customer service skills.
    • Distribute workload appropriately, ensuring optimal team efficiency and effectiveness.
    • Monitor and evaluate team performance based on key metrics like response time, resolution time, and customer satisfaction.
  • Communication, Training, and Development:
    • Facilitate clear and effective communication within the team.
    • Develop and implement training programs to boost team technical skills and knowledge.
    • Provide constructive performance feedback and conduct regular performance evaluations.
    • Encourage a culture of continuous learning and improvement among team members.

Competency & Requirements:

  • Strong analytical skills with the ability to diagnose and resolve complex technical issues.
  • Proven team management skills with a focus on training, development, and performance evaluation.
  • Excellent problem-solving, communication, and collaboration skills.
  • Experience in the travel industry, preferably in a travel technology role.
  • Familiarity with ITIL frameworks and methodologies is desirable.
  • IT Degree or Diploma is preferred.

Performance Measurement:

  • SLA adherence: No more than 10% breach annually.
  • Root cause identification and correction: Aim for 75% identification annually.
  • Creation of knowledge articles: At least 4 per month.
  • Continuous assessment through employee self-assessments, feedback sessions, and peer/manager reviews.

Applications close:

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