Position: Lead Support Engineer
Company: Customertimes Corp.
Category: Support
Experience required: 3y
English level: upper
Published: 2021-11-01T00:00:00+02:00

**Job Responsibilities**
• Oversee the day-to-day 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 and workflows
• Provide support where needed for both internal and external customers.
• Clearly communicate escalated issues to Tier 3 and managers as needed
• Manage and report on all incoming technical support inquiries
• On-board 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 UAT if required for new product and feature releases
• Monitor team performance and report on metrics
• 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
• Assist in the creation and implementation of customer self-service material and tools

**Requirements**
• Five Years plus experience in a Technical Support role
• ITIL certification is great plus
• Salesforce or other CRM system experience
• 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
• Able to work with cutting edge technology and assimilate information rapidly
• Previous experience in managing customer focused teams
• Proven experience in managing a service and support focused team culture
• Associates or Bachelor degree in Information Technology or a related field preferred

**What we propose**
• A developed grading system for your individual growth
• Well-established processes and loyal management
• Excellent health insurance with coverage of covid cases
• Flexible work schedule
• 20 working days paid vacation leave, 15 working days of paid sick leave with a certificate, and 5 working days of paid sick leave without a certificate;
• Certification coverage
• Paid study of English and more
• A lot of corporate webinars/workshops/etc