Technical Support Team Lead

1 month ago

Sibiu, Romania KeepCalling Full time

KeepCalling has an excellent opportunity for a Technical Support Team Lead, part of our IT department, in our Sibiu office.
 
In this role, you will be responsible for overseeing the daily operations of the technical support team, as well as mentoring and auditing the quality of the Technical Support team work to ensure inquiries are distributed and resolved within target SLAs.
 
Our Technical Support team collaborates with our Customer Support team in offering assistance to business customers, through a ticketing system, and also offers technical support to our employees located in the 3 offices: Sibiu, Atlanta - US, Cochabamba - Bolivia.
 
This position is only available at our Sibiu location.
 
Here’s what you’ll bring to thе table:


You have 5+ years of experience working in the IT field


Previous experience in a Technical Team Lead role is an advantage


Excellent communication skills in English - mandatory


Strong project management, problem-solving and troubleshooting skills


Great customer focus


 
If you’re up for the challenge, you’d be:


Leading and mentoring an international Technical Support Team, performing scheduled staff reviews, organise and deliver training to team members


Review all technical support related processes and documentation for continuous improvement, updating and creating new procedures and policies


Responsible for defining team goals and KPIs according to the department and organisational strategy


Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures


Assist in on-demand data reporting and internal tools improvement


Be the point of contact when it comes to technical escalations


 
Why join us?
Because we provide an environment able to help you grow professionally by offering you the chance to work on challenging projects, alongside some of the most talented and modest people you’ve ever met.
 
 
Our Offer
 
Attractive compensation package:


Fixed salary compensation


Annual performance based bonus


Maximum value meal tickets;




Extra vacation days offered for seniority in our company 

Referral bonus

Health and Wellbeing:


 7Card Partnership


 Medical Benefits at MedLife


 Wellness Program

 Hybrid working model

Personal and professional development:


Bookster subscription


 KC Academy and other training programs


 National and International Conferences

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