Technical Support Team Leader EPOS

My client seeks an experienced Technical Support Leader with EPOS experience.Role

Manage day to day support operations of a team of Support Analysts and Support Engineers
Monitor daily support ticket queue and ensure timely resolution through established ticket workflows
Establish goals to meet objectives defined by Customer Success Leadership
Track and monitor data proactively to ensure compliance with standard operating procedures around issue resolution, incident management and escalation management
Ensure compliance with defined SLAs and key performance indicators
Develop and maintain internal and customer facing documentation and training material

People Management

Responsible for hiring, onboarding, development, and performance management of employees in the customer support department
Provide coaching and guidance to direct reports to achieve goals
Provide Coaching and support for the apprenticeship program
Maintain a positive, problem solving approach and spirit of cooperation in a team environment

Customer Experience and Communications

Focus on monitoring and improving customer communications related to support activities
Coordinate across customer facing departments to obtain feedback and constantly identify ways to improve overall customer support experience
Coordinate with internal release management teams to ensure timely customer communications around key dates and planned software releases

Key AttributesQualifications:

Prior leadership experience in a high tech, fast growth, SaaS corporate environment with a broad knowledge of technical support functions, systems and operations.
Excellent customer focus, interpersonal, motivational and managerial skills, including the ability to manage customer relationships and escalations successfully.
Can articulate the importance of the customer experience and can bring others along on your journey for increasingly positive results, bridging the gap between business needs and technical details.
Process-oriented with the ability to define and maintain efficient operational process.
Adept at facilitating problem solving and collaboration within and across teams.
Ability to plan, direct and manage day to day activities performed by support team.
Experience being first line of help for escalation management - monitoring escalated issues to ensure the proper urgency, progress and communication is occurring both internally and externally.

We are offering:

A competitive salary
A focused yet friendly and rapidly growing environment where your input will be valued

Keyskills :
Managerial SkillsHelp Desk SupportEPoS

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