Customer Support Team Leader ( with French & English)

Employer: HELPLINE
Domain:
  • Customer Support - Client Service
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Timisoara
  • Updated at: 05.12.2016
    Short company description

    Requirements

    Job purpose and context
    The successful candidate will be the team leader of our Customer support team dedicated to one of our key accounts

    -Coordinate the team who will provide first line IT technical support via phone and e-mails,
    -Participates in weekly technical meetings,
    Prepare schedules tailored to requirements,
    -Analyzes team activity (statistics and performances) and makes recommendations for improvement,
    -Analyzes recurrent incidents and identifies problems, contributes to managing service levels,
    -Prepares and presents the reporting, and other deliverables,
    -Validates compliance with procedures and solution guides by the team,
    Validates the adequacy of delivered service rendered and end-users perception.

    Responsibilities

    Spoken languages: fluent French and English
    At least 3 years’ service desk and customer care experience with at least 1 year of management experience as a team leader or a team leader back-up in a customer department, in the supervision of Service Desk service,
    Capacity to lead, motivate, support and train the technicians,
    Capacity to analyze, anticipate and propose qualitative and quantitative improvements,
    Well groomed, customer-orientation, team spirit,
    Conscientiousness, rigor, control and organizational skills