【COMPANY OVERVIEW】
Japanese global IT company
【JOB RESPONSIBILITIES】
Oversee the day-to-day operations of the Technical Support Team
Act as a senior agent who will drive customer satisfaction through customer support.
Provide direct supervision of the technical support engineers.
Act as a mentor and provide oversight, coaching, and training to team members.
Be the point of contact when it comes to technical escalations.
Record and track team SLAs and workflows.
Clearly communicate issues to SDM as needed, be able to be a communication bridge between the clients and sG management team
Manage and report on all incoming technical support inquiries.
On-board all new team members
Assist in the creation of the team KPIs as well as monitor and report on results.
Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
Implement any necessary preventive measures to reduce customer faults and issues.
Review all technical support related processes and documentation for continuous improvement.
【REQUIREMENTS】
Excellent communicator, both oral and written
Strong problem solving and communication skills between sG and clients.
Strong analytical skills to investigate and resolve customer support tickets.
Able to multi-task efficiently under time pressure
Previous experience in managing customer focused teams.
Proven experience in managing a service and support focused team culture.
3-5 Years experience in a Technical Support role