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Technical Support Team Lead

time Online sinds 5 december 2023 - Vaste jobs

Zwijndrecht | IT infrastructure | NL-ENG | International organization | Fulltime | Company car | 1099443

Your new employer

For one of its good clients, an international player within petrochemicals, Hays Antwerp is urgently looking for a Technical Support Team Lead to join the IT team.This is a full-time position with permanent contract.

Your new role

  • You are responsible for overseeing the day-to-day operations of the Technical Support Team.
  • You act as a senior agent who will drive customer satisfaction through customer support.
  • Providing direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions.
  • You act as a mentor and provide oversight, coaching, and training to technical support staff.
  • Recording and tracking team SLAs (Service Level Agreements) and workflows are part of the role.
  • You are the point of contact when it comes to technical escalations.
  • You provide support where needed for both internal and external customers, including after hour support.
  • Clearly communicate escalated issues via daily management meetings and report to Defect Manager.
  • Manage and report on all incoming technical support inquiries.
  • On-board all new technical support team members.
  • You are responsible of assisting the creation of the team KPIs as well as monitoring and report results.
  • This role allows you to travel globally to on-site projects.
  • You are actively involved with the operational delivery and QA if required for new product and feature releases.
  • You monitor team performance and report on metrics.
  • You create and review working hours for Support Billing.
  • Ensuring that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
  • Work to create any relevant support material for the team.
  • Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents.
  • Implement any necessary preventive measures to reduce customer faults and issues.
  • Review all technical support related processes and documentation for continuous improvement.