Team Lead (Technical Support) – AMD Global Customer Care (GCC) Job Listing at AMD in Bengaluru, KA (Job ID 63614-en-us)

Description

WHAT YOU DO AT AMD CHANGES EVERYTHING

We care deeply about transforming lives with AMD technology to enrich our industry, our communities, and the world. Our mission is to build great products that accelerate next-generation computing experiences – the building blocks for the data center, artificial intelligence, PCs, gaming and embedded. Underpinning our mission is the AMD culture. We push the limits of innovation to solve the world's most important challenges. We strive for execution excellence while being direct, humble, collaborative, and inclusive of diverse perspectives. 

AMD together we advance_

AMD Global Customer Care (GCC) is dedicated to providing exceptional support to customers who have purchased AMD products, including Processors, Chipsets, and Discrete Graphics. Our mission is to deliver outstanding technical and warranty assistance.

Position Purpose Statement:
As a Team Lead, you will be a key player in fostering collaboration among our Level 1 support team, customers, technical experts, and management. Your primary mission will be to ensure the effective resolution of service inquiries while upholding service level agreements and standard operating procedures. This customer-facing role requires outstanding verbal and written communication skills, the ability to excel under pressure, and strong leadership capabilities to guide the Level 1 team to success.

Key Responsibilities:

• Lead and Mentor: Oversee, mentor, and monitor the Level 1 support team, ensuring they consistently provide high-quality service to AMD customers while meeting established service level agreements (SLAs).
• Manage Workflows: Proactively manage daily e-ticket assignments, maintain KPI reports, and facilitate team meetings to improve overall team performance.
• Evaluate Quality: Assess and enhance the quality of Level 1 responses by presenting insightful quality reports to management.
• Knowledge Sharing: Share vital product knowledge and updates with the support team, contributing to continuous process improvements.
• Escalation Management: Track and oversee internal escalations and customer issues to ensure timely and comprehensive resolutions.
• Engage in Collaborations: Actively participate in meetings, presenting high-priority issues backed by relevant data and proposed solutions.
• Stay Informed: Keep abreast of product knowledge and support procedures to ensure your team is well-equipped to assist customers.

Measures of Success:

• Efficient management of workloads and e-ticket assignments.
• Achieving established service level standards.
• Delivering high-quality solutions that contribute to increased overall customer satisfaction.

Requirements:

• 7-10 years of experience in leading technical support teams.
• Deep understanding of computer hardware and software drivers.
• Exceptional interpersonal and communication skills to foster strong relationships.
• Proven ability to motivate and mentor Level 1 team members.
• Familiarity with CRM systems (e.g., SAP, Salesforce, Zendesk).
• Demonstrated ability to effectively handle and resolve high-pressure customer situations.
• Proficient in Microsoft Office Suite and various online applications.
• Strong focus and performance capability in high-pressure environments.
• Solid understanding of process design and improvement methodologies.

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Benefits offered are described:  AMD benefits at a glance.

AMD does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. AMD and its subsidiaries are equal opportunity, inclusive employers and will consider all applicants without regard to age, ancestry, color, marital status, medical condition, mental or physical disability, national origin, race, religion, political and/or third-party affiliation, sex, pregnancy, sexual orientation, gender identity, military or veteran status, or any other characteristic protected by law.   We encourage applications from all qualified candidates and will accommodate applicants' needs under the respective laws throughout all stages of the recruitment and selection process.