Technical Lead

• Al Jubail, Saudi Arabia


• ‎2923113

Job Description

Role Purpose

The purpose of the role is to support process delivery byensuring daily
performance of the Production Specialists, resolvetechnical escalations and
develop technical capability within theProduction Specialists.
Do
Oversee and support process by reviewing daily transactionson performance
parameters
Review performance dashboard and the scores for the team
Support the team in improving performance parameters byproviding technical
support and process guidance
Record, track, and document all queries received, problem-solving steps
taken and total successful and unsuccessful resolutions
Ensure standard processes and procedures are followed to resolveall client
queries
Resolve client queries as per the SLA 's defined in thecontract _
_Develop understanding of process/ product for the team membersto facilitate
better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends toprevent
future problems
Identify red flags and escalate serious client issues to Teamleader in cases
of untimely resolution
Ensure all product information and disclosures are given toclients before
and after the call/email requests
Avoids legal challenges by monitoring compliance with serviceagreements

Handle technical escalations through effective diagnosis andtroubleshooting of
client queries
Manage and resolve technical roadblocks/ escalations as per SLAand quality
requirements
If unable to resolve the issues, timely escalate the issues toTA & SES
Provide product support and resolution to clients by performinga question
diagnosis while guiding users through step-by-step solutions
Troubleshoot all client queries in a user-friendly, courteousand
professional manner
Offer alternative solutions to clients (where appropriate) withthe objective
of retaining customers ' and clients' business
Organize ideas and effectively communicate oral messagesappropriate to
listeners and situations
Follow up and make scheduled call backs to customers to recordfeedback and
ensure compliance to contract SLA 's

Build people capability to ensure operational excellence andmaintain superior
customer service levels of the existing account/client
Mentor and guide Production Specialists on improving technicalknowledge
Collate trainings to be conducted as triage to bridge the skillgaps
identified through interviews with the Production Specialist
Develop and conduct trainings (Triages) within products forproduction
specialist as per target
Inform client about the triages being conducted
Undertake product trainings to stay current with productfeatures, changes
and updates
Enroll in product specific and any other trainings per
clientrequirements/recommendations
Identify and document most common problems and recommendappropriate
resolutions to the team
Update job knowledge by participating in self learningopportunities and
maintaining personal networks

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Team Leaders

Performance review

HR

Hiring and employee engagement and retention

TA, SEs

Escalation and issue resolution

Production Specialist

Training, issue escalation/ resolution

External

Client

Query Resolution

Display

Lists the competencies required to perform this role effectively:

Functional Competencies/ Skill
* Process Knowledge - Knowledge of assigned process, tools andsystems - Competent

Competency Levels

Foundation**

Knowledgeable about the competency requirements. Demonstrates (inparts)
frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency withoutguidance.
Extends the competency to difficult and unknown situations aswell.

Expert

Applies the competency in all situations and is serves as a guide toothers as
well.

Master

Coaches others and builds organizational capability in the competencyarea.
Serves as a key resource for that competency and is recognizedwithin the
entire organization.

Behavioral Competencies
* Domain Knowledge
* Collaborative working
* Problem solving and decision making
* Attention to Detail
* Execution Excellence
* Stakeholder Management
* Client (Internal) Centricity
* Effective Communication

Deliver

No.

Performance Parameter

Measure**

‎1.

Process

No. of cases resolved per day, compliance to process and qualitystandards,
meeting process level SLAs, Pulse score, Customer feedback,NSAT/ ESAT

‎2.

Team Management

Productivity, efficiency, absenteeism

‎3.

Capability development

Triages completed, Technical Test performance

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