Job Description

Team Lead - Tech Support
Pune

-

IN
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Team Lead – Tech Support

About Johnson Controls

At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we drive the outcomes that matter most. Dedicated to protecting the environment, we deliver our promise in industries such as healthcare, education, data centers and manufacturing. With a global team of 100,000 experts in more than 150 countries and over 130 years of innovation, we are the power behind our customers’ mission.

Please visit www.johnsoncontrols.com/tomorrowneedsyou.

Job Summary:

We are seeking a dynamic and experienced individual to lead and support our technical support team. This role involves overseeing daily operations, ensuring high-quality customer support, mentoring team members, and driving process improvements. The ideal candidate will have strong technical expertise, leadership skills, and a passion for delivering excellent customer experiences.

What you will do: Duties and responsibilities

Team Management & Leadership:

Supervise and mentor the technical support team, ensuring optimal performance
Assist in recruiting, onboarding, and training new team members
Monitor team productivity, provide feedback, and conduct performance evaluations
Foster a positive and collaborative team culture that encourages problem-solving and innovation

Technical Support Operations:

Oversee day-to-day technical support activities, ensuring timely resolution of customer issues
Act as the escalation point for complex technical issues and ensure resolution within SLA timelines
Monitor support metrics (e.g., response times, resolution rates, customer satisfaction) and drive continuous improvement
Collaborate with other departments to resolve technical issues and enhance service delivery

Process Improvement & Reporting:

Identify and implement process improvements to enhance support efficiency
Develop and maintain documentation, FAQs, and knowledge base articles
Analyze support trends, generate reports, and provide recommendations to senior management

Customer Experience & Relationship Management:

Ensure high levels of customer satisfaction by delivering prompt and effective support
Implement customer feedback to refine support processes and enhance user experience.

Information Security Responsibilities

Adhere to JCI policies, guidelines and procedures pertaining to the protection of information assets
Adhere to JCI product security standards and guidelines for secured software product development
The software, licenses, shall be deployed and used only in accordance with JCI licensing agreements
Unless provided in the applicable license, notice, or agreement, copyrighted software shall not be duplicated, except for backup and archival purposes
Any software that is acquired illegally or does not have a valid license shall not be deployed or used. Copying of third-party materials without an appropriate license is prohibited
The employees, contractors or third-party personnel shall not copy, extract or reproduce in any way, copyrighted material from the Internet on information systems provided by organization, other than permitted by copyright law
Implement appropriate physical and technical safeguards to protect the confidentiality, integrity and availability of information assets
All employees, contractors and third parties shall be responsible to report all information security incidents, alerts, warnings and suspected vulnerabilities, in a timely manner, and share such information only with authorized personnel

What we are looking for:

Skills and Qualifications Required:

Overall 8+ Yesrs of experience with 3+ years of experience in technical/customer support, and experience in team management, with a demonstrated track record of success
Excellent verbal and written communication skills (email writing skills)
Strong troubleshooting and problem-solving skills
Proficiency in Microsoft Office Excel and Power point
Experience with Salesforce is a must
Strong customer service know-how
Good interpersonal and problem-solving skills
Excellent leadership, communication, and conflict-resolution skills
Ability to work in shifts: all time zones in US
Ability to manage multiple priorities in a fast-paced environment

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