As a Supervisor: Support Analyst, you'll lead a team in providing top-notch technical support. Your role involves coaching team members and optimizing support processes to enhance customer satisfaction.
In this role, you'll supervise a team of support analysts at Recru-IT, ensuring they provide excellent technical and transactional support to both internal and external customers. You'll be responsible for managing all customer interactions, which include inbound and outbound communications through various channels. Your leadership will be key in maintaining efficient operations and ensuring that customer needs are met promptly and effectively.
Your daily tasks will involve training and coaching team members, managing support processes, and handling escalations. You'll also compile monthly reports to track performance and identify areas for improvement. Additionally, you'll develop shift schedules and manage resource allocation to ensure that support coverage is adequate, including after-hours standby and escalation rosters.
This position suits someone with a strong background in customer service and technical support, as well as experience in team management. You should be comfortable optimizing and automating support processes to enhance efficiency. Key requirements include the ability to coach and mentor team members, maintain operational support, and provide guidance to field services and service delivery teams.
If you have a passion for helping others and improving processes, this role could be a great fit for you. You'll play a crucial role in fostering a supportive environment while ensuring that customer satisfaction remains a top priority.
You'll be taken to the original listing on PNet to apply.