Customer Support Team Leader

hace 2 semanas

Bilbao, España Unit4 A tiempo completo

**Company Description**:
As a Team Leader, you are responsible for ensuring consistency of approach & process across all Customer Support teams.

**What you will do**:

- Provide strong leadership and guidance to the team.
- Motivate, coach, inspire and develop everyone within the team.
- Ensure that support cases are prioritised in line with agreed parameters.
- Take ownership of customer escalations on a regular basis, striving for timely resolution and performing root cause analysis where required.
- Manage the performance and development of everyone within the team. This incorporates 1:1 reviews, supporting personal development plans, ongoing coaching and conducting 6 monthly and annual performance development reviews.
- Proactively manage and plan the resolution of all outstanding customer support cases within your area of remit. This includes driving resolution %, whilst also effectively managing aged support cases, with up to date plans to resolve all outstanding cases.
- Effectively plan and review resource availability of the team to ensure adequate resources are available to meet forecast demand. To reassess plans on an ongoing basis and make any necessary adjustments to shrinkage.
- Work with support manager to ensure through induction procedures for new starters.
- As part of the leadership team, you will be responsible for driving improvements and creating enthusiasm regarding change.
- Foster an environment of continuous improvement and development, measuring success.
- You will need to drive the achievement of SLA’s and KPI’s, including measuring, monitoring, managing, and communicating. You will set SMART objectives to support any key areas of focus.
- To comply with the company’s information and security requirements and all the company’s business procedures, policies, and ISO/BS standards.

**Qualifications**:

- It would be desirable to have a Bachelor degree in a relevant field
- Experience of leading a geographically segregated team with demanding work schedules
- Previous experience of working as a Team Leader or Manager in a SaaS software business would be desirable
- You like to interact & build relationships with people at all levels and are able to manage multiple priorities
- Excellent data reporting, presentation and communication skills
- Clear focus on customers, performance, and results
- High level of initiative and responsibility, self-reliant action
- You have an excellent knowledge & grasp of the Customer Support process
- You like to work together and learn lot from an experienced team
- You love to work on your own next to feeling proud to be part of a team and achieving success together

**Nice to have**:

- Knowledge on a given Unit4 Product would be an asset
- Knowledge or experience with ServiceNow
- Previous experience of working within Corporate IT
- ITIL knowledge

**Additional Information**:
A chance to participate in the development of an international leading software firm. At Unit4, you have the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment. Enthusiastic colleagues who like to learn from each other. At Unit4 we invest in your personal and professional growth. We don't focus on how many days you work, we trust you on delivering results - thus, we have an unlimited vacation policy.

**Job Location**:
Bilbao, Spain

  • Application Support Consultant

    hace 4 semanas

    Bilbao, España Unit4 A tiempo completo

    **Company Description**: **What you will do**: As an Application Support Consultant (for Unit4 Talent Management), you are the first point of contact for our customers on IT and Business Application related questions for our solutions. You will need to provide a professional, efficient, and effective support service to Unit4 Talent Management customers in...

  • Team Leader Prodution

    hace 2 semanas

    Bilbao, España PepsiCo A tiempo completo

    Overview: PepsiCo produces the largest portfolio of food and beverage brands in the world, including well-known brands such as Matutano, Lays, Quaker, Pepsi, Pepsi, Alvalle, KAS, 7Up and Gatorade. PepsiCo Iberia has been recognized as a Top Employer for five years in a row and recently as a Best Place to Work. We are currently looking for a Front Line...

  • Team Leader Prodution

    hace 3 días

    Bilbao, España PepsiCo A tiempo completo

    Overview: PepsiCo produces the largest portfolio of food and beverage brands in the world, including well-known brands such as Matutano, Lays, Quaker, Pepsi, Pepsi, Alvalle, KAS, 7Up and Gatorade. PepsiCo Iberia has been recognized as a Top Employer for five years in a row and recently as a Best Place to Work. We are currently looking for a Front Line...

  • Team Leader Prodution

    hace 5 días

    Bilbao, Vizcaya, España PepsiCo A tiempo completo

    Overview:PepsiCo produces the largest portfolio of food and beverage brands in the world, including well-known brands such as Matutano, Lays, Quaker, Pepsi, Pepsi, Alvalle, KAS, 7Up and Gatorade. PepsiCo Iberia has been recognized as a Top Employer for five years in a row and recently as a Best Place to Work.We are currently looking for a Front Line Manager...

  • Team Leader Prodution

    hace 5 días

    Bilbao, Vizcaya, España PepsiCo A tiempo completo

    Overview:PepsiCo produces the largest portfolio of food and beverage brands in the world, including well-known brands such as Matutano, Lays, Quaker, Pepsi, Pepsi, Alvalle, KAS, 7Up and Gatorade. PepsiCo Iberia has been recognized as a Top Employer for five years in a row and recently as a Best Place to Work.We are currently looking for a Front Line Manager...

  • Summer Substitute

    hace 3 semanas

    Bilbao, España Nofence A tiempo completo

    Nofence is a Norwegian scale up who has built the world’s first virtual fencing solution for livestock. The technology consists of a solar-powered collar that communicates with an app over the cellular network. Through the app, farmers can set up a new grazing area in seconds, and the long days of installing and moving fences are officially over! This...

  • Wlspain Tech. Support Manager

    hace 4 semanas

    Bilbao, España Wireless Logic SL A tiempo completo

    **Vacancy Name** - WLSpain Tech. Support Manager **Company** - Wireless Logic SL **Vacancy No** - VN284 **Employment Type** - Full Time **City** - Bilbao **Country** - Spain **Job Details** **Job title**: Customer Support **Location**:Calle Arenal nº5 planta 3, oficina 307 (Edificio SURNE), 48005 Bilbao **Reporting to**:Tech support **Working**:40...

  • Wlspain Tech. Support Manager

    hace 15 horas

    Bilbao, España Wireless Logic SL A tiempo completo

    **Vacancy Name** - WLSpain Tech. Support Manager **Company** - Wireless Logic SL **Vacancy No** - VN284 **Employment Type** - Full Time **City** - Bilbao **Country** - Spain **Job Details** **Job title**: Customer Support **Location**:Calle Arenal nº5 planta 3, oficina 307 (Edificio SURNE), 48005 Bilbao **Reporting to**:Tech support **Working**:40...

  • Retail Team Leader Eci

    hace 5 días

    Bilbao, Vizcaya, España Talent Search People A tiempo completo

    Where will you work?:La empresa cliente es de las empresas líderes en moda y estilo de vida en el segmento premium con más de empleados en todo el mundo.What will you do?: Conviértase en el RETAIL TEAM LEADER de su ECI de Bilbao que están buscando. Vas a tener la posibilidad de Gestionar y liderar un equipo lleno de profesionales y tener el control de...

  • Retail Team Leader Eci

    hace 5 días

    Bilbao, Vizcaya, España BSP executive A tiempo completo

    ¿Dónde trabajarás?:La empresa cliente es de las empresas líderes en moda y estilo de vida en el segmento premium con más de empleados en todo el mundo.¿Qué harás?: Conviértase en el RETAIL TEAM LEADER de su ECI de Bilbao que están buscando. Vas a tener la posibilidad de Gestionar y liderar un equipo lleno de profesionales y tener el control de una...

  • Retail Team Leader Eci

    hace 5 días

    Bilbao, Vizcaya, España Talent Search People A tiempo completo

    Perfiles VentasDe duración indefinidaBilbao, SpainCompletaDesde € Incorporación inmediata¿Dónde trabajarás?:La empresa cliente es de las empresas líderes en moda y estilo de vida en el segmento premium con más de empleados en todo el mundo.¿Qué harás?: Conviértase en el RETAIL TEAM LEADER de su ECI de Bilbao que están buscando. Vas a tener la...

  • Spares & Sales Support Engineer

    hace 2 meses

    Bilbao, España Kongsberg Gruppen A tiempo completo

    **SPARES & SALES SUPPORT ENGINEER**: Holdingselskaper Kongsberg Maritime, a subsidiary of KONGSBERG, is a global marine technology company, providing innovative and reliable technology solutions for all marine industry sectors including merchant, offshore, subsea and naval. Headquartered in Kongsberg, Norway, the company has manufacturing, sales and service...

  • Wlspain Tech. Support Manager

    hace 5 días

    Bilbao, Vizcaya, España Wireless Logic SL A tiempo completo

    Vacancy Name WLSpain Tech. Support ManagerCompany Wireless Logic SLVacancy No VN284Employment Type Full TimeCity BilbaoCountry SpainJob DetailsJob title: Customer SupportLocation:Calle Arenal no5 planta 3, oficina 307 (Edificio SURNE), 48005 BilbaoReporting to:Tech supportWorking:40 hours Mon-FriRole type:PermanentWireless Logic is a fast-growing leader in...

  • Spares & Sales Support Engineer

    hace 5 días

    Bilbao, Vizcaya, España Kongsberg Gruppen A tiempo completo

    SPARES & SALES SUPPORT ENGINEER:HoldingselskaperKongsberg Maritime, a subsidiary of KONGSBERG, is a global marine technology company, providing innovative and reliable technology solutions for all marine industry sectors including merchant, offshore, subsea and naval. Headquartered in Kongsberg, Norway, the company has manufacturing, sales and service...

  • Retail Team Leader Eci

    hace 4 semanas

    Bilbao, España BSP executive A tiempo completo

    **¿Dónde trabajarás?**: La empresa cliente es de las empresas líderes en moda y estilo de vida en el segmento premium con más de 14.000 empleados en todo el mundo. **¿Qué harás?**: - Conviértase en el RETAIL TEAM LEADER de su ECI de Bilbao que están buscando. Vas a tener la posibilidad de Gestionar y liderar un equipo lleno de profesionales y...

  • Technical Support Manager

    hace 6 días

    Bilbao, España Palo Alto Networks A tiempo completo

    **Company Description** Our Mission** At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are...

  • Retail Team Leader Eci

    hace 5 días

    Bilbao, Vizcaya, España Talent Search People A tiempo completo

    Perfiles VentasDe duración indefinidaBilbao, SpainCompletaDesde € Incorporación inmediata¿Dónde trabajarás?:Nuestra empresa cliente es una de las marcas líderes en moda con más de empleados en todo el mundo.¿Qué harás?: Serás la persona responsable de impulsar al equipo para lograr los objetivos de rendimiento de la ubicación y KPI y definir...

  • Retail Team Leader Eci

    hace 4 semanas

    Bilbao, España Talent Search People A tiempo completo

    **Where will you work?**: La empresa cliente es de las empresas líderes en moda y estilo de vida en el segmento premium con más de 14.000 empleados en todo el mundo. **What will you do?**: - Conviértase en el RETAIL TEAM LEADER de su ECI de Bilbao que están buscando. Vas a tener la posibilidad de Gestionar y liderar un equipo lleno de profesionales y...

  • Retail Team Leader Eci

    hace 3 semanas

    Bilbao, España Talent Search People A tiempo completo

    **Where will you work?**: La empresa cliente es de las empresas líderes en moda y estilo de vida en el segmento premium con más de 14.000 empleados en todo el mundo. **What will you do?**: - Conviértase en el RETAIL TEAM LEADER de su ECI de Bilbao que están buscando. Vas a tener la posibilidad de Gestionar y liderar un equipo lleno de profesionales y...

  • Retail Team Leader Eci

    hace 2 semanas

    Bilbao, España Talent Search People A tiempo completo

    Perfiles Ventas De duración indefinida Bilbao, Spain Completa Desde 21.000 € - Incorporación inmediata **¿Dónde trabajarás?**: La empresa cliente es de las empresas líderes en moda y estilo de vida en el segmento premium con más de 14.000 empleados en todo el mundo. **¿Qué harás?**: - Conviértase en el RETAIL TEAM LEADER de su ECI de...