Support Lead - ITSM, Telecom

Job Summary

Schedule: Full-time, 24x7 Shift Model (Rotational shifts, including nights and weekends, will be required)

About the Program: Our program is dedicated to providing critical technical and operational support to our global partners, ensuring their seamless experience with our services. We engage primarily through email communication, offering timely resolutions and expert guidance to complex queries. We are looking for a highly skilled and articulate individual to join our team and elevate our partner communication and technical support capabilities.

Key Responsibilities

Responsibilities:

Experience working in a Tier 1 Technical Assistance Center (TAC) environment, with a proven ability to perform initial root cause analysis and accurately diagnose technical issues before responding to the partner.

Provide high-quality technical and operational support to partners through clear, concise, and accurate email communication.

Manage individual queue priorities independently to consistently outperform established SLA response and resolution metrics.

Efficiently analyze and comprehend complex partner inquiries, ensuring all aspects of their request are understood and addressed.

Clearly articulate technical solutions and operational instructions in written English, ensuring partners can easily understand and implement guidance.

Maintain accurate and detailed records of all partner interactions and troubleshooting steps within our support systems.

Contribute to the enhancement of support documentation, FAQs, and knowledge base articles.

Adhere to established service level agreements (SLAs) for response and resolution times.

Proactively identify opportunities for process improvement within the support workflow to enhance partner satisfaction and team efficiency.

Analyze recurring support patterns to propose and implement workflow automations that boost overall team efficiency

Skill Requirements

Qualifications:

Exceptional English communication skills, both written and reading comprehension, are paramount. Demonstrated ability to understand complex technical inquiries and articulate solutions clearly and precisely in written form.

6+ years of experience in a technical support, operations support, or similar customer-facing technical role.

Fair understanding of web-based APIs (e.g., REST, SOAP) and experience troubleshooting API integrations.

Proven problem-solving abilities with a strong analytical mindset.

Excellent attention to detail and accuracy in communication.

Ability to work effectively in a fast-paced, 24x7 rotational shift environment.

Strong customer service orientation with a commitment to partner satisfaction.

Ability to work independently and as part of a collaborative global team.

Other Requirements

Preferred Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related technical field.

Experienced in triaging, routing, and answering critical support tickets while maintaining excellent customer satisfaction scores through precise documentation.

Proven track record of managing high-volume ticketing queues and delivering high-quality email responses that resolve diverse stakeholder issues efficiently.