As a Supervisor: Support Analyst, you'll lead a team in delivering top-notch technical support to customers. This role is perfect for someone with a knack for coaching and process improvement.
In this role, you'll supervise a team of support analysts, ensuring they provide excellent service to both internal and external customers. Your day-to-day tasks will involve managing customer interactions across various channels, overseeing technical and transactional support, and handling escalations effectively. You'll also be responsible for compiling monthly reports to track performance and identify areas for improvement.
A key part of your job will be to develop shift schedules and manage resource allocation, ensuring that support coverage is adequate at all times, including after-hours. You'll work closely with first- and second-line support teams, coaching and mentoring them to enhance their skills and efficiency. Optimizing and automating support processes will be crucial to improving overall team performance.
This role suits someone with strong leadership skills and a passion for customer service. You'll need to be proactive in identifying challenges and implementing solutions to enhance the support experience. Experience in managing teams and a solid understanding of technical support processes are essential for success in this position.
Key requirements include: • Proven experience in a technical support role • Strong customer service skills • Ability to manage and mentor a team • Experience in process optimization and reporting
If you're looking to make a significant impact in a supportive environment, this position could be a great fit for you.
You'll be taken to the original listing on PNet to apply.