Remote Support Team Lead

Company Overview:
HCL Technologies is a global leader in providing technology solutions and services to a diverse range of clients. With a strong emphasis on innovation and collaboration, HCL embraces a remote-first work culture that values flexibility, inclusivity, and productivity. Our distributed teams thrive on creativity and teamwork, leveraging the latest technologies to drive success in a dynamic and ever-evolving industry.

Position Summary:
As a Remote Support Team Lead at HCL Technologies, you will play a crucial role in overseeing and guiding a team of remote customer support professionals. Your leadership will be instrumental in ensuring top-notch service delivery and customer satisfaction while working from the comfort of your own home anywhere in the USA.

Key Responsibilities:
- Lead and mentor a remote team of customer support representatives
- Monitor team performance, provide feedback, and facilitate ongoing training
- Manage escalations and resolve complex customer issues efficiently
- Collaborate with cross-functional teams to improve support processes and workflows
- Analyze support metrics and implement strategies to enhance service quality

Required Qualifications:
- Proven experience in a customer support role, with at least 2 years in a leadership capacity
- Strong communication and interpersonal skills to effectively interact with team members and customers remotely
- Ability to thrive in a fast-paced, remote work environment and adapt to changing priorities
- Proficiency in remote collaboration tools such as Slack, Zoom, and Jira
- Reliable high-speed internet connection and a dedicated home office setup conducive to remote work

Technical Requirements:
- Minimum internet speed of 25 Mbps for seamless virtual communication and collaboration
- Comfortable working in Eastern or Central time zones to align with team schedules
- Proficient in using Microsoft Office Suite and other relevant software for remote work tasks

Desired Skills:
- Experience with CRM systems for customer support management
- Knowledge of ITIL practices for service delivery improvement
- Familiarity with remote team building activities and virtual communication best practices

Compensation & Benefits:
We offer a competitive annual salary range of $60,000 - $80,000 commensurate with experience, along with a comprehensive benefits package. Remote-specific benefits include a home office stipend or equipment provision, flexible working hours to accommodate diverse schedules, virtual onboarding processes, and access to cutting-edge remote team collaboration tools.

How to Apply:
To apply for the Remote Support Team Lead position at HCL Technologies, please submit your resume and a cover letter highlighting your relevant experience and remote work capabilities. We look forward to welcoming talented professionals who are passionate about delivering exceptional customer support in a remote setting.