Support Team Lead – Bangalore

Bangalore, India

The Support Team Lead will collaborate closely with our team of skilled Technical Support Engineers to rapidly resolve complex software issues and quickly address customer requests.  This person will work India business hours out of our Bangalore office.

What you’ll do:

  • Provide technical support assistance to customers and partners through our customer support portal, email, chat and phone
  • Analyze, reproduce, and isolate reported problems to diagnose root cause
  • Update the ticket tracking system to provide accurate and current status of support issues
  • Efficiently allocate incoming requests to the team, prioritize actions and monitor team resources so that project deadlines and customer SLAs are met
  • Mentor other Support Engineers on system functionality and technical skills
  • Train new hires on documented cradle-to-grave support policies and oversee cross-training
  • Create Knowledgebase articles regularly to expand self-help tools for customers and internally
  • Ensure that knowledge management and data capture processes are adhered to by the team, in order to issue reports and reuse existing information efficiently
  • Properly escalate and work with higher tiers on issues
  • Keep Support management informed of critical and high-visibility issues on a regular basis

Who you are:

  • You have a Bachelor’s degree in MIS/Computer Science/Engineering or similar field
  • You have 5-10 year experience and at least 2-3 years of experience managing a team of support representatives
  • You are fluent in English – both written and verbal
  • You can work India business hours
  • You have excellent organizational, customer relationship, verbal and written communication skills
  • You have excellent team building and mentorship skills
  • You have experience with Windows and/or Unix operating systems
  • You have experience with Video Conferencing – a plus

Please forward your resume to careers@vidyo.com.  Reference Support Lead in subject line.