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Customer Support Team Leader
hace 2 meses
We are seeking a highly skilled and experienced Customer Support Team Leader to join our team at Empresa reconocida. As a key member of our support team, you will be responsible for leading a team of support professionals and ensuring that our customers receive exceptional service.
Key Responsibilities:- Leadership and Team Management: Provide strong leadership and guidance to the team, motivating and developing team members to achieve their full potential.
- Customer Support: Ensure that support cases are prioritized and resolved in a timely manner, taking ownership of customer escalations and performing root cause analysis where required.
- Performance Management: Manage the performance and development of team members, conducting regular reviews and providing coaching and feedback to support their growth and development.
- Resource Planning: Proactively manage and plan the resolution of all outstanding customer support cases, ensuring adequate resources are available to meet forecast demand.
- Process Improvement: Foster an environment of continuous improvement and development, measuring success and driving improvements to support the achievement of SLAs and KPIs.
- Collaboration and Communication: Work closely with other teams, including support manager, to ensure seamless communication and collaboration.
- Leadership Experience: Proven experience of leading a geographically segregated team with demanding work schedules.
- Technical Skills: Excellent knowledge and grasp of the Customer Support process, with a strong focus on customers, performance, and results.
- Communication Skills: Excellent data reporting, presentation, and communication skills, with the ability to interact and build relationships with people at all levels.
- Education: A Bachelor's degree in a relevant field would be desirable.
- Product Knowledge: Knowledge of a given Unit4 Product would be an asset.
- ServiceNow Experience: Knowledge or experience with ServiceNow would be beneficial.
- ITIL Knowledge: ITIL knowledge would be an advantage.
