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Customer Service Team Leader (L2 technical engineering team)

Job Summary:

Product Support is responsible for providing technical support with exceptional customer service to our global customer base.  The Team Lead of Product Support will provide leadership and day-to-day management to support teams.

Key Responsibilities:

  • Improve Product Support’s ability to respond to and engage worldwide customer base in a timely manner.
  • Work directly with the engineers to ensure the quality of work, productivity, and method of delivery conforms to customers’ needs and expectations.
  • Maintain management awareness of high-impact customer issue status and communicate customer needs as appropriate for additional management attention.
  • Continually improve services and resources to decrease issue cycle time.
  • Work to maintain existing customer base and to grow it from year to year.
  • Assist Product Support leadership in developing processes to relieve bottlenecks, expand capacity, and to reduce the cost per transaction of services provided.
  • Drive international support efforts by working varying shifts to address international business hours.
  • Proactively address customers’ complaints appropriately by driving change to address needs and resolve problems.
  • Fully understand customers’ implemented solutions to provide the best resolutions possible.
  • Focus on long-term relationship building through deep knowledge of customer needs.
  • Act as point of escalation for customer dissatisfaction with any aspect of the support process.
  • Manage training, performance, improvement and satisfaction of individual direct reports.
  • Work to grow direct report’s skill set to improve productivity and to provide a career path for future growth through formal and informal training and mentoring.
  • Work with Product Support management to perform all human resources duties related to direct reports; including selection, termination, performance evaluation, motivation, pay status change recommendations, discipline, training and development.
  • Partner with other Team Leads within Product Support to ensure unified team and coordinated communications with all employees


  • Proven track record of team leadership.
  • A proactive and energetic management and leadership style in a team environment.
  • The ability to manage multiple issues, support cases, and team members simultaneously.
  • A strong understanding of the key values that drive a support environment – responsiveness, reliability, assurance, empathy, proficiency and professionalism.
  • A proficiency in multitasking coordination while remaining detail oriented.
  • Outstanding organizational skills.
  • An ability to adapt to and work with a highly diverse international customer base.
  • Excellent presentation and both written and verbal communication skills.
  • The ability to rapidly learn our document imaging software suite of products.
  • Strong technical skills, analytical skills and excellent problem solving skills
  • Exceptional customer service, coaching and people skills
  • The ability to prioritize, delegate and manage multiple tasks conflicts
  • Technical knowledge and experience working with software and hardware solutions, would be a great advantage


Please send us your English CV to E-mail cím megjelenítése

Kategória Ügyfélszolgálat / Vevőszolgálat / Szolgáltatás
Munkaidő tipusa Teljes munkaidő
Régió Budapest
Egyéb hasonló állások Önnek
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