Technical Lead L1

This Technical Lead (L1) role is focused on supporting process delivery by overseeing the daily performance of Production Specialists and resolving technical escalations. You will review performance dashboards, ensure SLA compliance, and provide technical support and process guidance to improve team performance. Key responsibilities include diagnosing and troubleshooting client queries, managing escalations within quality requirements, and documenting call logs to identify recurring trends. You will mentor and guide team members on technical knowledge, develop and conduct training sessions (triages) to bridge skill gaps, and ensure all client interactions meet professional standards. The role requires tracking all queries and resolutions, ensuring compliance with service agreements, and escalating serious issues when needed. You will also be responsible for offering alternative solutions to retain client business and maintaining up-to-date product knowledge through continuous self-learning. Performance is measured on cases resolved per day, SLA compliance, customer satisfaction scores, and team productivity.