Job Overview:
Dozee Technical Support Team provides round the clock remote support to clients across the globe. We are seeking a highly motivated and hands-on Technical Support Lead with a strong background in software and hardware troubleshooting and remote support. This role requires a balance of individual technical contribution and team leadership. The ideal candidate will be responsible for managing day-to-day team operations, ensuring timely resolution of technical issues, and collaborating cross-functionally with field teams, engineering, and product teams to drive long-term solutions.
Key Responsibilities
- Team Leadership & Operations Management:
- Lead and manage the day-to-day operations of the technical support team, ensuring adherence to Service Level Agreements (SLAs), Turnaround Times (TAT), and Key Activity and Result Areas (KARAs).
- Develop and implement strategies to optimize team performance and efficiency.
- Roster & Shift Management:
- Oversee and manage team rosters, ensuring adequate coverage and balanced workloads to meet operational requirements.
- Client Engagement & Escalation Handling:
- Act as the primary point of contact for client escalations, addressing and resolving complex technical issues promptly.
- Maintain strong client relationships, ensuring high satisfaction levels and effective communication.
- Training & Development:
- Conduct regular training sessions for the support team to enhance technical skills and product knowledge.
- Foster a culture of continuous learning and improvement within the team.
- Ticket Resolution & Incident Management:
- Ensure timely and effective resolution of support tickets, minimizing downtime and disruption for clients.
- Oversee incident management processes, coordinating with cross-functional teams as necessary.
- Reporting & Performance Monitoring:
- Generate and analyze performance reports, providing insights into team performance, ticket trends, and areas for improvement.
- Monitor key performance indicators (KPIs) to ensure service excellence.
- Process Improvement & Documentation:
- Identify opportunities for process enhancements to improve efficiency and service quality.
- Maintain comprehensive documentation of support procedures, troubleshooting guides, and knowledge base articles.
Desired Experience:
- Experience: 3–5 years of technical support software or hardware troubleshooting experience, including a minimum of 2 years in a technical team leading role.
- Education : Degree or diploma in Electronics, Computer Science, Engineering, or related field.
- Proficient in using diagnostic tools for software and hardware issue resolution.
- Basic coding knowledge to assist in troubleshooting processes.
- Experience working with APIs for data generation and integration.
- Strong problem-solving and analytical abilities.
- Excellent verbal and written communication skills, with the ability to engage effectively with field teams and customers—especially in remote environments.
- Proven ability to thrive in a collaborative, remote team environment and manage tasks in a fast-paced, high-pressure setting.
- Good understanding of internet setup, or resolving internet connectivity issues, bluetooth connectivity issues.
Preferred Skills:
- Experience with medical or healthcare technology.
- Knowledge of software systems for ticket management and issue tracking.
- Experience with troubleshooting network-related issues
- Knowledge on MDM solutions, Android OS, Linux machines, computer networks, brief knowledge about electronics, embedded systems.
Work Preferences:
- Open to working 6 days a week in 9-hour shifts within the time window of 9:00 AM to 10:00 PM.
- Comfortable with working from the office five days a week.
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