Quadlabs Technologies - Team Lead - Application Support

Job Summary :

We are seeking an experienced and proactive Team Lead Application Support to manage and guide our application support team while also providing hands-on support to customers.

This role involves resolving technical issues, maintaining high levels of customer satisfaction, and ensuring smooth operations of business-critical applications.

The ideal candidate will have strong technical knowledge, leadership skills, and the ability to manage multiple client accounts in a fast-paced environment.

Key Responsibilities :

- Provide first-line and escalated support to customers 24x7, addressing queries and resolving product-related concerns.

- Troubleshoot application software issues, perform root cause analysis, and follow through until closure to prevent recurrence.

- Accurately log, track, and report issues in the incident management/reporting system.

- Collaborate closely with internal teams (development, QA, product management) to resolve issues effectively.

- Maintain comprehensive product and technical knowledge, keeping up to date through self-learning and training.

- Ensure high levels of customer satisfaction by delivering prompt and professional service.

- Understand ERP application architecture and structure to respond to ERP-related queries from clients.

- Manage multiple client accounts and prioritize tasks effectively under pressure.

- Work with SQL Server for database management, query execution, and troubleshooting.

- Oversee and manage IIS administration, Windows Server environments, and related infrastructure.

- Mentor team members, conduct regular reviews, and provide training to improve performance and knowledge.

Key Competencies :

- Solid experience in Application Support and Technical Support.

- Analytical and problem-solving skills with an eye for detail.

- Ability to manage multiple client queries simultaneously while maintaining professionalism under

pressure.

- Excellent communication skills for both technical and non-technical audiences.

- Strong customer service orientation with the ability to manage expectations.

Education and Experience :

- 4+ years of relevant experience in Application Support, Technical Support, or related roles.

- Hands-on experience with SQL Server (database management, query execution, administrative tasks).

- Knowledge of IIS administration and Windows Server (2003 or higher).

- Background in programming/development is a strong advantage.

- Exposure to ERP applications and structures is preferred.