1st level Support India Team Leader

    • New Delhi, India

Taboola is one of the fastest-growing global tech companies. We engage over 300M online users every month, and deliver more than 5B content recommendations every single day. We are a global company and have offices in NY, London, Tel Aviv, Los Angeles, New Delhi and Bangkok.

 

Responsibilities:

  • As the Team Leader, you will be leading a shift oriented support team, assisting international customers and business units internally and externally.
  • Ensure a high level of technical knowledge within the 1st level support team members as evidenced through turnaround time of issues and ability to resolve issues independently
  • Manage case auditing for the team
  • Work closely with the Business units and other support teams globally
  • Define and implement the procedures and policies to ensure that a high-quality service is delivered to customers (both internal and external) and adherence to strict SLA’s in a 24x7x365 operational support environment
  • Escalate urgent issues requiring more in-depth knowledge to the appropriate internal resources
  • Create workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion

 

Requirements:

  • 3+ years of experience managing technical support teams in India
  • Proven hands on experience in a complex environment
  • Excellent oral and written English communication skills to effectively present information to a wide range of audiences; customers, technical staff, vendors, and senior management
  • Excellent Customer Service experience
  • Good people management skills and knowledge
  • Strong analytical skills
  • Ability to comply with tight deadlines and navigate through complex processes in a matrix environment
  • Strong capabilities of building organized processes and structured formal documentation
  • Experience in a multinational organization
  • Ability to multitask without compromising quality




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