Team Lead - English

Angajator: EVERIENCE Romania
Domeniu:
  • Customer support - Client service
  • IT Hardware
  • IT Software
  • Tip job: full-time
    Nivel job: peste 5 ani experienta
    Orase:
  • Timisoara
  • Job la nivel national
    Actualizat la: 21.10.2021
    Scurta descriere a companiei

    EVERIENCE Romania is present in Timisoara since 2013 and received in 2019 the 1st prize for High Tech companies on the local market.

    Our main activities:

    Applications Functional Support (40%): Providing user support for standard applications such as SAP, Oracle, Salesforce, Cegid and for client-specific applications

    IT Service Desk (40%): Providing Premium experience in IT support for 250 000 users of Windows, Windows 10, Office and Office 365

    BPO (20%): Externalization of business processes, back-office activities within our specialization

    Join and grow with EVERIENCE!
    Choose a job that makes sense among our current opportunities.

    Cerinte

    Profile and skills

    Spoken languages: fluent English and fluent French

    - 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 technicians’ performance and propose improvement plans where needed
    - Capacity to analyze, anticipate and propose qualitative and quantitative improvements
    - Well-groomed, customer-orientation, team spirit, communication skills
    - Conscientiousness, rigour, control and organizational skills

    Responsabilitati

    Responsibilities:

    - Coordinate the team who will provide first-line IT helpdesk 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.