Teamleader of Remote Technicians

Odmeňovanie

From € 1850/month based on seniority and experience

Hlavné zodpovednosti

• Team Leadership and Development: Lead and manage a team of L1 remote technicians, providing coaching and supporting their development. In coordination with your supervisor, oversee performance and plan shifts to ensure continuous 24/7 coverage.
• Technical Support Management: Oversee the resolution of technical issues escalated from L1 remote technicians and customers, ensuring timely and effective handling of inquiries. Provide technical support in line with agreed service level agreements (SLAs).
• Process Improvement: Identify and implement process improvements to enhance support efficiency, and collaborate with L2/L3 teams, service technicians, and other internal teams to address recurring technical issues.
• Customer Experience: Ensure high service standards across all interactions, handle escalated complaints with professionalism and empathy, and analyze customer feedback to identify trends and drive improvements.
• Collaboration and Communication: Collaborate closely with L2 support, service technicians, and other teams to ensure seamless issue escalation and resolution. Communicate effectively across departments and provide regular updates on team performance and customer issues to senior management.
• Reporting and Analysis: Monitor and analyze support metrics to assess performance and identify trends, prepare regular reports on key indicators, and use data to drive decisions and recommend process improvements.

Požiadavky

• Proven leadership skills with experience in delegation, workload management, and team culture building

• Strong technical knowledge and experience with troubleshooting and resolving technical issues

• Excellent communication and interpersonal skills

• Ability to work in a fast-paced environment and prioritize tasks effectively

• Familiarity with management information systems and databases

• Experience with remote support tools and techniques

• Strong organizational and documentation skills

• Great command of both English and Slovak language

• University education (Bachelor's degree)

• English - Advanced (C1)

• Slovak - Proficiency (C2)

Benefity