SuperCom
- 28/11/2023
- תל אביב - יפו
SuperCom is seeking an enthusiastic, collaborative, highly motivated, and talented Technical Support Tech Lead to join our team. We are looking for someone who thrives in a fast-paced environment and welcomes new challenges every day.
As a Technical Support Team Lead at SuperCom, you will play a pivotal role in ensuring the satisfaction of our valued customers. You will lead a team of support agents, setting high standards for service excellence, and fostering a culture of continuous improvement.
Reporting to Director of Technical Support.
Responsibilities:
- Lead and managed a team of support agents, providing guidance, coaching, and feedback to ensure high-performance levels.
- Develop and implement support strategies, policies, and procedures to enhance the customer experience.
- Monitor and assess support team KPIs, ensuring targets are met and exceeded.
- Handle escalated customer issues and ensure prompt and effective resolution.
- Collaborate with other departments to improve products/services based on customer feedback.
- Conduct regular training sessions for support staff to enhance their skills and knowledge.
- Create and maintain comprehensive documentation for common customer queries and issues.
- Foster a positive and collaborative work environment within the support team.
- The position requires occasional travel.
Requirements:
- Bachelor's degree in a technical field.
- At least 3 years of experience in a technical support role.
- Experience in a management position- an advantage.
- Experience with tech support web tools such as Jira Service Desk or Zendesk.
- Experience with SQL, APIs, and Web systems.
- Experience working with international customers.
- Willing to provide “On Call” support in 24/7 shifts and during weekends when required.
- Exceptional communication and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Excellent organizational and time management skills.
- A passion for delivering exceptional customer service.
- Ability to work effectively under pressure and adapt to a fast-paced environment.
- Experience supporting a multi-disciplinary system.
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