Overview:
Do you want to work in an environment that is obsessed with making customers and employees happy? Do you want to be part of a global mission to revolutionise commerce and payments? If you do,then this role could be for you….
We don’t just provide world class commerce and payment services, we generate revenue for our customers, and we help them grow. We have recently integrated several other tech businesses to help us to continue to grow and dominate the market as we set about our mission of being a world leader. We know that it’s our people that differentiates who we are and what we do…and that is why we are keen to hire world class talent like you.
Role:
- We are looking for an experienced Senior Team Leader with a solid technical background to lead and manage a team of Technical Support Agents in a fast-paced, 24/7 helpdesk environment. The ideal candidate will be responsible for ensuring excellent service delivery, driving continuous improvement, and overseeing the performance and development of a team that provides technical support to clients around the clock. The Senior Team Leader will play a key role in managing operations and delivering high quality technical solutions in line with business objectives.
What will you do:
- Lead and manage a team of technical support agents on a 24/7 rotation, ensuring the team meets or exceeds performance targets and SLAs (Service Level Agreements).
- Provide ongoing coaching, mentoring, and performance management for team members to enhance their skills and performance.
- Organize and oversee shift schedules to ensure adequate coverage for all shifts, balancing workload and ensuring smooth operations.
- Act as the primary escalation point for technical issues that cannot be resolved by the team.
- Leverage technical expertise to assist in resolving complex issues and providing hands-on support as necessary.
- Ensure that all technical support agents have the proper training and knowledge base to handle customer requests effectively.
- Manage daily operations of the helpdesk, ensuring that all customer tickets are handled promptly, professionally, and effectively.
- Monitor and report on key performance indicators (KPIs) including ticket resolution times, customer satisfaction, and team performance.
- Work closely with other departments (e.g., engineering, product development) to escalate and resolve critical issues.
- Ensure compliance with all operational processes, standards, and security protocols.
What are we looking for?
- Minimum of 5+ years of experience in technical support or helpdesk environments, with at least 2+ years in a leadership role.
- Able to speak professional English (any additional languages is a plus, such as: French, Italian, Spanish, German).
- Proven experience leading teams in a 24/7 technical support or helpdesk setup.
- Strong background in troubleshooting and resolving technical issues across hardware, software, networking, and systems.
- Proficiency in IT support tools and platforms (ticketing systems, remote desktop tools, monitoring tools, etc.).
- Knowledge of IT infrastructure, networking, operating systems (Windows, Linux, macOS), and applications support.
- Strong leadership skills with the ability to motivate and manage teams in a fast-paced, high-pressure environment.
- Excellent communication and interpersonal skills, with the ability to engage with both technical and non-technical stakeholders.
- Experience in performance management, coaching, and driving continuous improvement initiatives.
- Exceptional problem-solving abilities and a proven track record in managing escalations and critical incidents.
- Ability to make quick and sound decisions under pressure while balancing the needs of the team and the business.
- A customer-first attitude with a deep commitment to delivering high-quality service and support.
- Strong client-facing and communication skills, with the ability to handle complex and escalated customer issues professionally.
What can you expect from us?
- A permanent job contract for a long term project
- Tech equipment + SIM Card + personal smartphone
- Health and Life Insurance
- Social events and team buildings
- The commitment of letting you grow with us, and be rewarded accordingly
- A dynamic and young team that will be always there to support you
- Training in the latest technologies
- Coffee, fruits, snacks and a warm welcoming when you pass by the office
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Last updated on Oct 14, 2024