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Support Team Leader

114018

תאריך עדכון

19/06/2019

תיאור המשרה

In this role you will:
Handle Support cases (50%)
Maintain high level of customer satisfaction with Technical Support provided by the team.
Lead a global team of Support engineers (Tier 2-3) including recruitment and dismissal
Develop and maintain quality metrics and standards for the team, including identification of challenges and opportunities
Manage escalations of customer issues towards a successful resolution
Maintain a high level of employee satisfaction within the teams
Drive and work frequently with cross-functional teams on global projects
Conduct weekly meetings to ensure continuous improvement of the customer experience as well as product improvement and enhancements
Share relevant information and statistics on a regular basis with the organization
 
Skills and Abilities:
  • +2 years experience in managing enterprise customers support teams
  • +5 years experience in Support organization.
  • A highly motivated individual, with a positive & pro-active attitude, willingness to make changes to improve operational efficiency through innovation and adopting new ideas and practices
  • Strive for customer delight.
  • Ability to act rapidly and logically under pressure, and make effective use of others in overcoming challenges
  • Versatility, flexibility, and a willingness to work within a constantly changing environment
  • Ability to interact and partner with all levels of management internally and with customer organizations your team supports
 
Technical Advantage :
  • Experience in troubleshooting Microsoft Windows SysInternals / Kernel using Windows Debugging Tools.
  • Experience with scripting languages (Powershell, Python, Perl,  etc)
  • Knowledge in one or more of the following areas:
  • Enterprise Information security
  • Endpoint protection solutions
  • Client/Server systems
  • Advanced database queries
  • Up to 15% travel
 
 
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