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Team Lead – Tech Support Full-Time Hybrid NEW

Job Summary

We are seeking a Team Lead – Tech Support with 4 to 5 years of experience to join our dynamic team. The ideal candidate will have expertise in MS Excel MS Word and proficiency in English. This role requires experience in the Online and Hi-Tech domains. The work model is hybrid with rotational shifts. No travel is required.

Responsibilities

  • Lead the tech support team to ensure efficient resolution of customer issues.
  • Oversee the daily operations of the tech support team ensuring adherence to company policies and procedures.
  • Provide technical assistance and support for incoming queries and issues related to computer systems software and hardware.
  • Utilize MS Excel to analyze data and generate reports to track team performance and identify areas for improvement.
  • Use MS Word to document processes create user manuals and prepare training materials for the team.
  • Communicate effectively in English with team members and customers to ensure clear understanding and resolution of issues.
  • Monitor and evaluate the performance of team members providing feedback and coaching as needed.
  • Collaborate with other departments to ensure seamless support and integration of new technologies.
  • Implement best practices and standard operating procedures to enhance the efficiency and effectiveness of the tech support team.
  • Stay updated with the latest trends and technologies in the Online and Hi-Tech domains to provide informed support.
  • Ensure that all customer interactions are logged and tracked in the companys CRM system.
  • Conduct regular training sessions to keep the team updated on new tools and technologies.
  • Maintain a high level of customer satisfaction by ensuring timely and accurate resolution of issues.

Qualifications

  • Must have strong proficiency in MS Excel for data analysis and reporting.
  • Must have expertise in MS Word for documentation and training material preparation.
  • Must be fluent in English both written and spoken to communicate effectively with team members and customers.
  • Must have experience in the Online and Hi-Tech domains to provide relevant support.
  • Should have excellent problem-solving skills to address technical issues efficiently.
  • Should have strong leadership skills to manage and motivate the tech support team.
  • Should be able to work in a hybrid model with rotational shifts.
  • Should have the ability to stay calm under pressure and handle challenging situations.
  • Should have good organizational skills to manage multiple tasks and priorities.
  • Should be detail-oriented to ensure accuracy in documentation and reporting.
  • Should have a customer-centric approach to ensure high levels of customer satisfaction.
  • Should be proactive in identifying areas for improvement and implementing solutions.
  • Should have a collaborative mindset to work effectively with other departments.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

  • Cognizant is a global community with more than 300,000 associates around the world.
  • We don’t just dream of a better way – we make it happen.
  • We take care of our people, clients, company, communities and climate by doing what’s right.
  • We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world’s leading professional services companies, transforming clients’ business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Disclaimer: 
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

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