Customer Support Team Leader (IoT Technologies)

Εταιρεία

ManpowerGroup Greece, on behalf of its client, an IoT Solutions provider, investing in cutting edge technology, is seeking for a Customer Support Team Leader

Workplace Location: Athens - Northern Suburbs / Hybrid work model

Περιγραφή

What you will be doing:

As a Customer Support Team Leader, you will lead a small team of Customer Support Engineers and you will provide high-quality customer support while ensuring that company policies are followed.
In addition, you will ensure customers are always satisfied before, during, and after a sale or support issue.

More specifically you will:
• Provide Customer Support services (Trainings/Support/Consulting)
• Write and maintain relevant technical documentation
• Ensure 24/7 execution of all customer service programs and processes
• Maintain an efficient and productive daily operation of the Customer Support Team
• Manage support issues and set priorities
• Establish and implement key strategies for the customer support center
• Understand and follow all company standard practice and policies
• Attend team meetings and provide peer coaching for team following best practices
• Act as the liaison between management and customer support team
• Observe and correct all unsafe conditions that could cause low quality of service and assist with ensuring compliance to the customer contracts / SLAs
• Achieve business goals while fostering an environment that produces high levels of customer satisfaction
• Manage quality assurance program through CMS and other metrics
• Provide feedback and annual performance reviews as well as formal corrective actions
• Maintain a neat and organized work area
• Ability to provide after-hours customer support if needed

Requirements
• A Bachelor`s Degree in computer science or information technology or equivalent experience
• Customer Service experience in a supervisory role in Technical / Computer science / Telecommunications sector
• Good knowledge / previous experience on Basic networks architecture and SQL Databases (Basic Database management)
• Outstanding collaboration and communication skills
• Problem solving and Critical Thinking skills
• Leadership skills (coaching, training, motivating)
• Strong time management
• Positive attitude and strong professionalism
• Strong customer care mentality

Benefits
• Competitive salary
• Modern working environment
• Continuous Training
• Remote work options

Τόπος Εργασίας:

Greece

Διαθεσιμότητα:

Τύπος θέσης εργασίας:

Δημοσιεύτηκε:

22/07/2022

Κωδικός Εργασίας:

101007

Προβολές:

441

Όνομα Υποκαταστήματος:

Αριθμός ανοιχτών θέσεων εργασίας:

1
 
 

Customer Support Team Leader (IoT Technologies)

Greece
22/07/2022
101007
441
1

Εταιρεία

ManpowerGroup Greece, on behalf of its client, an IoT Solutions provider, investing in cutting edge technology, is seeking for a Customer Support Team Leader

Workplace Location: Athens - Northern Suburbs / Hybrid work model

Περιγραφή

What you will be doing:

As a Customer Support Team Leader, you will lead a small team of Customer Support Engineers and you will provide high-quality customer support while ensuring that company policies are followed.
In addition, you will ensure customers are always satisfied before, during, and after a sale or support issue.

More specifically you will:
• Provide Customer Support services (Trainings/Support/Consulting)
• Write and maintain relevant technical documentation
• Ensure 24/7 execution of all customer service programs and processes
• Maintain an efficient and productive daily operation of the Customer Support Team
• Manage support issues and set priorities
• Establish and implement key strategies for the customer support center
• Understand and follow all company standard practice and policies
• Attend team meetings and provide peer coaching for team following best practices
• Act as the liaison between management and customer support team
• Observe and correct all unsafe conditions that could cause low quality of service and assist with ensuring compliance to the customer contracts / SLAs
• Achieve business goals while fostering an environment that produces high levels of customer satisfaction
• Manage quality assurance program through CMS and other metrics
• Provide feedback and annual performance reviews as well as formal corrective actions
• Maintain a neat and organized work area
• Ability to provide after-hours customer support if needed

Requirements
• A Bachelor`s Degree in computer science or information technology or equivalent experience
• Customer Service experience in a supervisory role in Technical / Computer science / Telecommunications sector
• Good knowledge / previous experience on Basic networks architecture and SQL Databases (Basic Database management)
• Outstanding collaboration and communication skills
• Problem solving and Critical Thinking skills
• Leadership skills (coaching, training, motivating)
• Strong time management
• Positive attitude and strong professionalism
• Strong customer care mentality

Benefits
• Competitive salary
• Modern working environment
• Continuous Training
• Remote work options