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Product Support- Team Lead
4 days ago
**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.
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