Team Lead - Technical diagnosis and troubleshooting
Bulgaria
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Job Description
Team Lead - Technical diagnosis and troubleshooting
Sofia-Grad, Sofia City

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
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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 226,300 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.