Technical Lead L1

About the role

The Technical Lead L1 is responsible for overseeing daily performance of Production Specialists, handling technical escalations, and building technical capability within the team. This role ensures that client queries are resolved according to SLA commitments while fostering continuous improvement in process efficiency.

Key responsibilities

• Monitor daily transactions and performance dashboards to ensure targets are met.
• Provide technical support and guidance to Production Specialists, troubleshooting client issues and escalating when necessary.
• Document queries, resolution steps, and outcomes to maintain a knowledge base.
• Ensure compliance with service agreements and legal requirements.
• Mentor team members, identify skill gaps, and organize targeted training sessions.
• Analyze call logs to detect trends and proactively address recurring problems.
• Maintain up‑to‑date product knowledge and communicate updates to the team.

Required profile

• Strong analytical mindset with the ability to diagnose and resolve technical problems.
• Excellent communication skills for coaching and client interaction.
• Experience in a call‑center or technical support environment, preferably in a supervisory capacity.
• Ability to work under pressure and meet SLA targets.

Required skills