Support Team Lead

Job Description:

Job Description:

We are looking for a Technical Team Lead who can pilot our support team, which goes far beyond the tiered support model and breaks the standard Network centre support stereotype. Our team here at Ubiquiti Inc. work in a non-siloed environment keeping the Agile methodologies in view thus eliminating the delays in reaching out to a resolution for a problem, ultimately resulting in raising satisfaction and achieving customer success. Responsibilities include: Enhance the Product Experience by:

• Supporting all of Ubiquiti’s product lines such as the UniFi Network, UniFi Protect, UniFi OS Consoles, UniFi Talk, Ubiquiti ISP, and many more to diagnose and tackle wireless, security, switching, and other various network-related issues reported by Ubiquiti customers.

• Provide support with full accountability on cases handled by the Tier 1 teams and facilitate discussions with the development teams (as and when needed).

Improve Technical Knowledge of the teams by:

• Identifying Knowledge gaps by Auditing real-time chats.

• Providing lab activities to learn and reproduce issues, as identified during chat/email Audits.

• Help troubleshoot complex problems with Ubiquiti hardware and software along with recommending corrective action.

• Use acquired knowledge to suggest and contribute to Knowledge Base articles.

• Create SOPs for Standard/Common issues to improve issue handling. Improve Process Adherence by:

• Identifying areas and opportunities to streamline processes and provide actionable feedback for improving brand narrative.

• Identify ways for improved process enforcement.

• Escalate to the management of deviations in the process are noticed

• Report and escalate systemic cases to management as necessary and in a timely manner. Training and Development:

• Identify commonly seen gaps by performing real-time chat/email audits to improve upon:

1. Technical Knowledge 
2. Product Knowledge
3. Process Improvement.

Required Interpersonal Skills:

An ideal candidate should have:

• Proven work experience as a team leader.

• In-depth knowledge of performance metrics.

• Excellent communication and leadership skills along with a collaborative approach.

• Organizational, time-management, & decision-making skills.

• A strong analytical mind, as is the ability to triage.

Qualification:

Bachelor's/Master's Degree in the field of Engineering/Computer Science/IT.

1+ years of experience as a Team Leader managing a team working on a computer networking-related problem solving and troubleshooting.

Networking certifications are a plus.

Work Location & Shift: Gurgaon (Work from office) Night Shift