BIITECH, LLC
Website:
biitechsolutions.com
Job details:
Job Title: Team Leader – Technical Support (Adobe Products)
Location: Hyderabad
Band: BPO 3/4
Salary: ₹9 – ₹12 LPA
Shift: Rotational / Night Shift
Role Overview
We are hiring an experienced
Team Leader – Technical Support with strong people management skills and hands-on experience supporting
Adobe products. The role involves managing a team of advisors, driving performance metrics, and ensuring high-quality customer support delivery.
Key Responsibilities
- Manage a team of technical support advisors (approx. 15 members)
- Drive First Call Resolution (FCR) and optimize Average Handling Time (AHT)
- Ensure adherence to KPIs, SLAs, and quality standards
- Coach and mentor team members on troubleshooting across operating systems
- Monitor queue performance and ensure productivity targets are met
- Handle customer escalations within defined thresholds
- Ensure accurate case documentation and CRM hygiene
- Conduct regular feedback sessions and performance reviews
Required Skills & Qualifications
- 4–5 years of overall experience in technical support
- Minimum 2+ years of team handling experience
- Mandatory: Hands-on experience with Adobe products (e.g., Photoshop, Acrobat, Illustrator, etc.)
- Strong understanding of KPIs, SLAs, and performance metrics
- Excellent verbal and written communication skills
- Experience in customer handling and escalation management
- Comfortable working in rotational/night shifts
Core Competencies
- People leadership & team management
- Queue & performance management
- Coaching and feedback delivery
- Customer experience management
- Case documentation & CRM accuracy
- Productivity and quality improvement
Click on Apply to know more.