Service desk Team Leader (German & English)
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Employer: | EVERIENCE Romania |
Domain: |
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Job type: | full-time |
Job level: | 1 - 5 years of experience |
Location: |
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Updated at: | 13.02.2017 |
Remote work: | On-site |
Job purpose and context
The successful candidate will be the team leader of our Customer support team dedicated to one of our key accounts
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Responsibilities:
- Coordinate the team who will provide first line IT technical support via phone and e-mails,
- Participates in weekly technical meetings,
- 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,
Profile and skills
Spoken languages: fluent German 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
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