SoloInsight is a global recognition software platform which help its clients to accurately and efficiently manage ingress and egress to increase safety and ensures compliance. We are looking for a customer-oriented services team-lead to supervise our own contact Center.

A Support team lead will act as a liaison, provide product/services information when needed, and resolve any emerging problems that our clients might face.

The good team lead can put himself in customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and support people can gather that for you. Problem-solving also comes naturally to customer care specialist. A team lead must be confident at troubleshooting to resolve the problem.

You will work in collaboration with software team occasionally to resolve any complaint from the customers, solve problems and suggest improvements. 

The goal is to do everything possible to provide the best support to our clients & Customers.

The Team lead will provide support via phone, web, email, chat and other channels as required. 

• Take ownership of customer issues reported and resolve the problems.


• Research, diagnose, troubleshoot and identify solutions to solve customer issues.


• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams


• Provide prompt and accurate feedback to customers


• Ensure proper recording and closure of all issues


• Prepare accurate and timely reports


• Document knowledge in the form of knowledge base tech notes and articles


• Report back to software team when needed and plan to resolve the issues at customer end at earliest.


• Be in charge of running and managing the call center daily.


• Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to.


• Understand all organization’s products, services, procedures and guidelines and communicate same to all team members.


• Prepare forecasts and budgets for the call center.


• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to.


• Facilitate and organize training session for all agents and participate in recruitment of new call center agents.


• Conduct regular review of all call center agents performance and organize training sessions for under performers.


• Candidate must be fluent in English to communicate to international clients efficiently.


• Submit regular reports to management and seek new ideas and strategies to improve performance at the center.


• Keep up with trends and happenings in the industry and ensuring adherence to industry standards.


• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.


• Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.


• A background in Coputer engineering or IT support is a plus