Ta Lead - Zwijndrecht, België - Idex Corporation

Beschrijving

Summary

Environment

Toptech is a highly fluid and fast paced work environment where people are expected to be flexible and have a willingness to adapt to changing priorities.

Toptech team members work in a comfortable, casual, primarily remote environment. Toptech requires a global mindset and encourages each person to think outside the box to come up with solutions.


Essential Duties and Responsibilities:
Other duties may be assigned

• Oversee the daytoday operations of the Technical Support Team
• Act as a senior agent who will drive customer satisfaction through customer support
• Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions
• Act as a mentor and provide oversight, coaching, and training to technical support staff
• Be the point of contact when it comes to technical escalations
• Record and track team SLAs (Service Level Agreements) and workflows
• 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
• Onboard all new technical support team members
• Assist in the creation of the team KPIs as well as monitor and report on results
• Be actively involved with the operational delivery and QA if required for new product and feature releases
• Travel globally to onsite projects
• Monitor team performance and report on metrics
• Create and review working hours for Support Billing
• Ensure 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.

Requirements:

• Proven people management and leadership skills
• Excellent communicator, both oral and written
• Strong problem solving and communication skills
• Love being the first line of support and troubleshooting issues
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multitask efficiently under time pressure
• Previous experience in managing customer focused teams
• Proven experience in managing a service and support focused team culture
• Five years plus experience in a Technical Support role

Education and/or Experience:
Associates or Bachelor degree in Information Technology or a related field, or equivalent experience


Benefits:
There are several great benefits to working with Toptech Systems NV

• Company car and fuel card
• Meal vouchers of 8€ per working day
• Eco vouchers
• DKV health insurance for the employee and their family
• Pension insurance
• Internet
• Mobile phone and subscription
• Laptop
• 32 vacation days per year, plus 1 additional vacation day every 5 working years
• Evening and weekend overtime paid when onduty

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?


Job Family:
Engineering