Team Lead - Technical diagnosis and troubleshooting
United States
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Job Description
Team Lead - Technical diagnosis and troubleshooting

Job Summary

Team Lead - Tech plays a crucial role in delivering high-quality technical support and issue resolution for voice operations. This position involves providing real-time assistance to tier 1 agents, handling escalated customer inquiries, and driving continuous improvement initiatives. The Specialist will contribute to enhancing customer satisfaction and overall team performance while ensuring adherence to organizational standards and policies.

Key Responsibilities

1. Provide Technical Diagnosis And Troubleshooting Support To Tier 1 Voice Agents, Ensuring Effective Resolution Of Customer Issues And Adherence To Performance Metrics.
2. Handle Escalated Calls From Customers And Support Agents, Utilizing Strong Written And Verbal Communication Skills To Resolve Complaints Effectively And Enhance Customer Satisfaction.
3. Analyze Variations In Floor Performance Data, Identifying Trends And Recommending Actionable Improvement Strategies To Enhance Service Delivery.
4. Prepare Detailed Performance Reports For The Team Leader, Highlighting Individual And Team Metrics, And Suggesting Areas For Improvement Based On Data Analysis.
5. Mentor And Coach Team Members On Best Practices For Technical Support, Fostering A Culture Of Continuous Learning And Improvement Within The Team.

Skill Requirements

1. Basic Understanding Of Technical Diagnosis And Troubleshooting In Voice Operations
2. Familiarity With Customer Satisfaction Metrics And Their Impact On Business Outcomes
3. Strong Written And Verbal Communication Skills
4. Basic Knowledge Of Business Acumen Related To Customer Experience

Other Requirements

1. Optional But Valuable: Itil Foundation Certification
2. Optional But Valuable: Customer Service Certificatio
Maximum Salary (US):  0
Minimum Salary (US):  0
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.