We are currently looking to add to our team a Customer Support Team Lead.
 

Customer support team leader should be able to lead and mentor the Support Team, performing scheduled staff reviews, communicating, and adhering to new procedures, policies, and goals.
Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.

Job Summary:

• Lead and oversee the day-to-day operations of the Customer Support Team
• Building strong relationships with peers and customers to ensure total customer satisfaction
• Take ownership of customer issues reported and see problems through to resolution
• Identify and implement process improvements related to support
• Work in collaboration with the team and provide mentorship to more junior staff members
• Ad hoc projects and assignments

If you have:

• Proven working experience in enterprise technical support, IT support or as a technical engineer for at least 2 years.
• In-depth knowledge in the product that the technician is supporting.
• Demonstrates in depth Support expertise, preferably in an international environment
• Strong problem-solving skills and Excellent client-facing skills.

Your Responsibilities will be:

• Act as 1st level escalation for clients; involving expert problem management team where necessary if customer encounter issues and work with team to ensure root-cause analysis is conducted Facilitate client meetings effectively regarding support related queries.
• Provide support to the CRM team and SDM teams where necessary
• Driving the team to use analytical processes in view of reducing support tickets and providing self-help tools for customers
• Participate in continuous training and development of staff
• Record, respond to and resolve client support requests - received by phone, email and via the Tungsten-Network Support Ticketing System
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Manage response and resolution within the agreed SLA according to the Customer Specifics and request severity level

• Prioritize and escalate requests as required
• Manage outstanding issues and keep clients informed in reasonable time frames
• Follow the SLA for issues with respect to the severity
• Ensure proper recording and closure of all issues

• Document knowledge in the form of knowledge base tech notes and articles
• Assisting the implementation of a Support Knowledgebase and similar process improvements
• Complete daily administrative routines assigned
  
  
  All applicants will be contacted by the Recruitment team for an initial discussion and for our formal interview process.
  
  So to apply for the position of a Customer Support Team Lead, please send us your CV in English.