Poly Technical Lead

Poly Technical LeadDescription -Technical Lead Location: BangaloreAs pioneers in audio and video technology, we at HP uniquely understand the power of human connection.  We've seen it drive innovation, solve problems, inspire action and power productivity.  We are bringing together our portfolio of high-quality, proven products and services to connect people to what matters most -- whether it's their colleagues, customers, playlists or favorite games.  Together, our technology will keep that connection strong and fuel a future collaboration and understanding, in spite of circumstances, distance or time zones.The rolePoly is seeking a qualified candidate who can work as a Lead for 1st Level Technical Support. Candidates with a computer and networking background will be preferred for initial troubleshooting with customers and partners while leadership skillset is a mandatory requirement.Key ResponsibilitiesLead a team of 1st Level Technical SupportDriving Service Level and team KPIsProvides direction to the team to promote online self-service and web based solutionsWork with associates in a phone based remote role, e- support, e-chat, or similar environmentAdaptive to night shift without any persistent ailment or hindrance to work-life balance.Responsible for getting tools issues of team members resolvedDriving Open case management and timely follow ups on Open and Pending casesAuditing calls /chats/ emails to ensure resolution and customer satisfactionProviding feedback to team members on calls /chats/ emails auditedCoaching and Mentoring team members on process specific challengesTaking real time and scheduled escalation callsEnsuring first contact resolution to customers’ issuesFlagging off skill and will issues of the team members to the ManagerReporting Top Call Generators and ensuring supportArranging and conducting technical refreshers to the team membersProviding RCA for escalations and ensuring timely response on emailsProviding process insights as and when requiredCascading process insights to the team members and ensuring required improvementJob ComplexityWorks on problems of elementary to moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Has internal and external contacts.SupervisionNormally receives general instructions on routine work, detailed instructions on cases as required and specific processes. Will be accountable for all tasks assigned for timely execution and completion.What do we expect you to bring? Fluent English. Prior experience in tech support with insights into modern day peripherals would be a plus.Preferable knowledge/background of Computer Science and elementary Networking.Any Technical (preferably Networking) certifications will be an added advantageSeasoned people handling skillsAs a person you feel confident with:Problem solving and troubleshooting skillCustomer Focused Self-driven and independent and able to manage own time, goals & objective People oriented and a team player Strong communication skills, ability to build and maintain internal and external relationships Ability to work and perform under pressureWhat does HP offers in return? Working in one of world’s leading companies in to delivering simply smarter communication with innovative design and technology; Technical development & career program Smarter working; Working in an international environment.All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, gender identity, sexual orientation or on the basis of disability.To all recruitment agencies: HP does not accept agency resumes. Please do not forward resumes to our jobs alias, HP employees or any other company location. HP is not responsible for any fees related to unsolicited resumes.Job -ServicesSchedule -Full timeShift -No shift premium (India)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.