Technical Lead L1

About the role

The Technical Lead L1 is responsible for ensuring the smooth delivery of processes by overseeing Production Specialists, handling technical escalations, and building technical capability within the team. This role combines hands‑on troubleshooting with mentorship and performance monitoring.

Key responsibilities

• Review daily transactions and performance dashboards to ensure team targets are met.
• Provide technical support and process guidance to improve performance parameters.
• Record, track, and document all client queries, resolutions, and escalation steps.
• Resolve client issues within SLA limits and escalate critical problems to senior leadership.
• Diagnose and troubleshoot technical roadblocks, offering alternative solutions to retain customers.
• Mentor Production Specialists, identify skill gaps, and design targeted training sessions.
• Analyze call logs to spot trends, document common problems, and recommend preventive actions.
• Maintain up‑to‑date product knowledge through continuous learning and training.

Required profile

• Proven experience in technical support or operations environments.
• Ability to lead and motivate a team of Production Specialists.
• Strong communication skills for client interaction and internal coaching.
• Detail‑oriented with a focus on compliance and SLA adherence.

Required skills

What we offer

• Opportunity to develop leadership and technical expertise.
• Dynamic environment with continuous learning.