Job Summary

Job Summary : Team Lead Overseas provides direct supervision to employees and clients to ensure the business operates correctly. Perform leadership, management, and organization tasks to ensure team members work efficiently and effectively. Job Responsibilities : • MUST Have Good English Communication and Conversation Skills (Verbal and Written) • MUST have Great Customer Handling Skills • MUST have Reporting and Analytics Skills • Good Probing Skills and demonstrated Empathy skills • Customer Service Orientated • Highly self-motivated and directed • Capable of Multitasking in a high pace environment, effectively and efficiently • Ability to learn new information quickly and the willingness to always do so • Build rapport and elicit issue details from end users • Ability to absorb and retain information quickly • Able to make sound decisions and work with minimal supervision • Excellent interpersonal skills to foster cooperation among users, support teams and peers • Create Incident or Service Request tickets, logging all pertinent Information • Where SOP is not available/updated think out of the box coordinate with concerned L2 to get the KBs created/updated, search online • Create and maintain documentation of procedures, tip sheets and other documentation as needed to provide efficient communication. • Making decisions related to user queries in the absence of a supervisor • Follow the shift hand-over process • Achieve the targets which are set based on the standard KPI/Customer Metrics • Adheres to the organization’s internal policies and procedures including shift schedule • Can drive company value and its methodology • Complies to regulatory requirements • Organizing shift schedules for team members • Monitoring attendance, tardiness, and time off • Assigning duties to specific employees based on role and skills • Supervising employees and assisting with tasks as necessary • Provide support for on call escalations and doing root cause analysis of given issue • Serve as the main escalation point for the client • Managing customer escalations • Respond quickly and accurately to all client requests • Listen to client and employees’ concerns and identify areas requiring further attention from the management team • Communicate all issues immediately to internal management • Monitor day-to-day service desk operations • Monitor ticket queues and ensure tickets are being followed on timely basis as per SLAs • Monitor agent ACD skills and adjust as needed throughout the day to ensure SLAs are being met. Live Barging on Long Calls and supporting the team • Work with all assigned agents to ensure individual KPI goals are being met • Aid in identifying scheduling gaps or areas of improvement • Conducting performance reviews and sharing feedback with the team members • Training new and current team members • Handling customer issues and managing conflicts • Ensuring daily SLAs are met • Ensuring quality of the services provided is up to the mark. Which means working with customers and quality team to improve processes and finalizing ticket audits template based on client requirement • Working with knowledge manager to ensure knowledgebase is updated and KBs are being appropriately used by the team • Doing problem mgmt. based on top call drivers to reduce the call volumes to the desk • Monitoring attendance, tardiness, and time off • Assigning duties to specific employees based on role and skills • Supervising employees and assisting with tasks as necessary • Ensure

Key Responsibilities

NA

Skill Requirements

Technical Knowledge & Skills • Strong Technical Knowledge in Desktop and Application support – O365, Windows 10/11, Active Directory • Knowledge in Clinical Applications is an Advantage • Remote Desktop Support • Networking concepts • Security Authentication - Cisco DUO, Google Authenticator, • ITSM Tool experience – Service Now • VPN (Cisco AnyConnect, Global Protect) • Printer and Scanner • Others: Adobe Acrobat, Five 9 and other common desktop applications

Other Requirements

Candidate must possess at least a Bachelor\'s/College Degree, Computer Science/Information Technology or equivalent • Minimum of 5 years’ experience in an IT support role, with at least 2 years in a leadership position • Strong knowledge of IT service management (ITSM) frameworks • Excellent problem-solving and multitasking abilities • Proficiency in IT support tools and software • Excellent interpersonal skills • Ability to function well in a team setting and high-pressure situations • Team Handling • Performance Management • Customer service focused • Internally motivated and innovative • Creative thinking and ability to adapt • Strong verbal and written communication skills • Strong professional skills • Understanding of business principles and organizational structure • Ability to function well in high pressure situations • Must be amenable to work in shifting schedules • Must be okay to work 100% on site • Must have excellent communications skills, customer service skills, problem-solving/troubleshooting, follow-up skills and organizational skills • Detail and service-oriented team player who can be flexible with hours, if necessary, and can work independently • Team player who is motivated and has initiative • Must be able to multitask and work in a fast-paced environment • Added Advantage - Possess familiarity with US healthcare processes and ITIL principles to ensure effective client interactions and align with industry best practices. Document interactions accurately in ticketing tool, escalate complex cases to next level or technical teams, collaborate with the healthcare team, and stay updated on medical trends to enhance client support processes. Understanding of Clinical Applications (EIS/ RIS/PACS/Intelviewer/ Intelerad/Fluency/Synapse/Patient Imaging/ Krono/Clario/Dayforce etc…)