Technical Lead

The job description outlines the responsibilities of a Technical Lead, including providing support for on-call escalations and performing root cause analysis. The role involves independently resolving tickets within agreed service level agreements (SLAs) for both ticket volume and resolution time. The Technical Lead is expected to adhere to quality standards, regulatory requirements, and company policies while also contributing to value-adding activities such as knowledge base updates and management, training new team members, and coaching analysts. A key aspect of the role is ensuring a positive customer experience and achieving high customer satisfaction (CSAT) through first call resolution and minimizing rejected resolutions or reopened cases.