As a Supervisor: Support Analyst, you'll lead a team in providing top-notch technical support. This role is perfect for someone who enjoys coaching others and optimizing processes to enhance customer service.
In this role, you'll be supervising a team of support analysts at Recru-IT, ensuring they provide excellent technical and transactional support to both internal and external customers. Your day-to-day will involve managing customer interactions across various channels, handling escalations, and compiling reports to track performance and efficiency. You'll also be responsible for developing shift schedules and managing resource allocation to ensure that support coverage is always adequate, including after-hours support when necessary.
A key part of your job will be to coach and mentor your team, helping them to improve their skills in first- and second-line support. You'll work closely with field services and service delivery teams to maintain efficient operational support. Your ability to optimize and automate support processes will be crucial in enhancing the overall efficiency of the team.
This position is ideal for someone with a solid background in customer service and technical support, along with experience in team management. You should be comfortable with process optimization and have a knack for coaching others. If you're looking to take your career to the next level while making a positive impact on your team, this role could be a great fit for you.
You'll be taken to the original listing on PNet to apply.