As a Senior Support Engineer, you'll lead the charge in resolving complex technical issues within the contact centre environment. Your role will involve mentoring team members and ensuring high-quality customer service through effective problem management.
Turnto Consultants is looking for a Senior Support Engineer to join their Contact Centre Support Desk. In this role, you will be at the forefront of resolving complex service and support-related issues. Your primary responsibility will be to ensure that escalated problems are managed effectively, providing timely and accurate solutions to enhance customer satisfaction. This position is crucial for maintaining the high standards of support that the team is known for.
You will also take on a leadership role, mentoring and training other support staff to improve their skills and knowledge. This involves coordinating with team members to ensure that everyone is equipped to handle customer inquiries and technical challenges. Your ability to communicate clearly and facilitate problem-solving will be essential in this fast-paced environment.
Key responsibilities include: • Managing end-to-end incident and problem management activities • Providing technical leadership and mentorship to the support team • Ensuring timely resolution of escalated issues • Maintaining high standards of customer service through effective communication
This role is ideal for someone with at least five years of experience in IT support, particularly within a contact centre setting. You should be comfortable working in a shift environment and have a strong commitment to customer service and technical excellence. If you are looking to take your career to the next level and enjoy mentoring others, this could be the perfect opportunity for you.
You'll be taken to the original listing on PNet to apply.