Technical Lead – Level 1

About the role

The Technical Lead (Level 1) is responsible for ensuring the daily performance of Production Specialists, handling technical escalations, and building technical capability within the team. This role combines process oversight, client issue resolution, and mentorship to maintain high service standards.

Key responsibilities

• Monitor daily transactions and performance dashboards to ensure Production Specialists meet defined parameters.
• Provide technical support and process guidance to improve team performance.
• Record, track, and document client queries, problem‑solving steps, and resolution outcomes.
• Resolve client issues within SLA limits and escalate serious problems to senior leadership.
• Diagnose and troubleshoot technical escalations, offering step‑by‑step solutions.
• Mentor Production Specialists, identify skill gaps, and organise targeted training sessions.
• Analyse call logs to spot trends, document common problems, and recommend preventive actions.
• Ensure compliance with service agreements and product disclosures.

Required profile

• Proven experience in technical support or a similar client‑facing environment.
• Demonstrated ability to lead and mentor a team of specialists.
• Strong analytical skills to identify trends and drive process improvements.
• Excellent communication skills for both written documentation and verbal interaction.

Required skills

• SLA management
• Troubleshooting of client‑related technical issues
• Product support and knowledge transfer