Suporte do Service Desk - Híbrido

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CANDIDATE-SE

Vaga ofertada por parceiro do Jobbol:
Reporting to the Head of Customer Support the Level 1 Customer Support Team Leader assists his team in providing first line support to customers, ensuring fast and concise responses to calls logged by our global customer base.Responsibilities:Manage the day to day running of the Level 1 Customer Support team.Triage tickets and distribute to the team ensuring even distribution.Run the team using the ITIL (or similar) standards, ensuring SLA s are understood and met and Open Ticket numbers are kept as low as possible.Ensure issues are raised with Level 2 team as quickly as possible.First escalation point for FCID customers ensuring you deal with complaints professionally and escalate to the head of the department when needed.Manage and motivate the team, ensuring shifts are covered and discussing team problems with your Line ManagerInvestigate, escalate and resolve your own L1 tickets ensuring customers are kept up to date with progress.Primarily a customer facing role, with responsibility for customer updates, communication and service reviews where needed.Working with FCID companies to support their products, leading to a Global FCID support function.Work with customers to understand and agree the impact and priority of issues.Perform customer call backs and monitor calls through to resolution.Carry out repeatable tasks like password resets or supplier account creation and administration ensuring the process is managed and runs smoothly.Ensure you and the team have sufficient documentation and steps to follow for any repeatable support tasks and that the team has clearly defined boundaries for when they should escalate issues to the next level.Ensure customer success through the FCID systems by being aware of all other products to advise customers on how we can support them with all the groups applications and services.Where required log bugs with Development and manage customer expectations regarding delivery of fixes.Actively manage customer satisfaction and provide timely updates on call progress.Hybrid working, depending on location in relation to the office.Competencies and Qualities:Candidates will be educated to College Degree level or equivalent experienceExperience of working in a customer facing or customer service roleExperience leading and supervising a L1 support team.Experience of triage, troubleshooting and service support is requiredUnderstanding of ITIL standards and fundamentals is requiredHigh energy team player who is able to self-manageGood attention to detail and accuracyExcellent verbal and written communication skillsAbility to create and maintain strong work relationships both with customers and internally.Proven technical application support experience is beneficialWorking knowledge of web protocols and infrastructure is beneficialAn understanding of Relational Databases with SQL Query knowledge is beneficial, Oracle or SQL Server.
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