20 hours ago Be among the first 25 applicantsis responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team.As a team lead, this position will partner with Customer to deliver exceptional support to customer through phone and ServiceNow. This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc activities, and training.ResponsibilitiesOversee the day-to-day operations of the Technical Support TeamAct as a senior agent who will drive customer satisfaction through customer supportProvide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actionsAct as a mentor and provide oversight, coaching, and training to technical support staffResponsible for Service transition of activities for In-scope applicationsResponsible for managing the utilization of the Operators and work with Customer for improving the utilizationBe the point of contact when it comes to technical escalationsRecord and track team SLAs/SMKPIs and workflowsProvide support where needed for both internal and external customers.Clearly communicate escalated issues to 3th level teams and service delivery managers as neededManage and report on all incoming technical support inquiriesOn-board all new team membersAssist in the creation of the team KPIs as well as monitor and report on resultsBe actively involved with the operational delivery and UAT if required for new product and feature releasesMonitor team performance and report on metricsEnsure that all customer inquiries and issues are solved correctly and in a prompt and professional mannerWork to create any relevant support material for the teamProvide a feedback loop to wider staff and customers on resolved and in progress problems and incidentsImplement any necessary preventive measures to reduce customer faults and issuesReview all technical support related processes and documentation for continuous improvementAssist in the creation and implementation of customer self-service material and toolsRequirementsProven people management and leadership skillsFive Years plus experience in a Support Lead roleExcellent communicator, both oral and writtenStrong problem solving and communication skillsLove being the first line of support and troubleshooting issuesStrong analytical skills to investigate and resolve customer support ticketsAble to multi-task efficiently under time pressureAble to work with cutting edge technology and assimilate information rapidlyPrevious experience in managing customer focused teamsProven experience in managing a service and support focused team cultureDatadog & Manual TestingAbout CognizantCognizant (Nasdaq: CTSH) engineers modern businesses. 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