Senior Technology Manager

2 semanas atrás

Rio de Janeiro, Rio de Janeiro, Brasil beBeeTechnicalLead Tempo inteiro R$60.000 - R$80.000
Job Title: Technical Lead

This is an exciting opportunity to take on a leadership role in a fast-paced environment. As a Technical Lead, you will be responsible for overseeing the daily performance of our Production Specialists, resolving technical escalations, and developing their technical capabilities.

Key Responsibilities:
  1. Process Oversight: Review daily transactions to ensure process delivery and identify areas for improvement.
  2. Technical Support: Provide support to the team in improving performance parameters through technical guidance and process expertise.
  3. Query Management: Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.
  4. Client Query Resolution: Ensure standard processes and procedures are followed to resolve client queries as per SLA's defined in the contract.
  5. Process Development: Develop understanding of process/product for team members to facilitate better client interaction and troubleshooting.
  6. Call Log Analysis: Document and analyze call logs to spot most occurring trends to prevent future problems.
  7. Issue Escalation: Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.
  8. Compliance Monitoring: Avoids legal challenges by monitoring compliance with service agreements.
  9. Troubleshooting: Handle technical escalations through effective diagnosis and troubleshooting of client queries.
  10. Roadblock Management: Manage and resolve technical roadblocks/escalations as per SLA and quality requirements.
  11. Product Support: Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
  12. Client Satisfaction: Troubleshoot all client queries in a user-friendly, courteous, and professional manner.
  13. Customer Retention: Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business.
  14. Communication Skills: Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
  15. Feedback Collection: Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs.
  16. Mentorship: Mentor and guide Production Specialists on improving technical knowledge.
  17. Training Development: Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist.
  18. Training Conduct: Develop and conduct trainings (Triages) within products for production specialist as per target.
  19. Client Informed: Inform client about the triages being conducted.
  20. Product Knowledge: Undertake product trainings to stay current with product features, changes, and updates.
  21. Enrollment: Enroll in product-specific and any other trainings per client requirements/recommendations.
  22. Problem Documentation: Identify and document most common problems and recommend appropriate resolutions to the team.
  23. Personal Development: Update job knowledge by participating in self-learning opportunities and maintaining personal networks.

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