یہ کمپنی اب اس نوکری کیلیۓ مزید سی ویزنہیں لے رہی۔

Customer Support Team Lead

sourcePath would like a team lead that tend to be an active, hands-on manager, able to effectively oversee and direct team members while providing excellent customer service themselves. Critically, they must have excellent verbal and written skills in english, the support language of servicePath.

Key Competency and Experience

Minimum

Excellent communication skills with a strong customer focus
Previous experience (min 5 years) in a team leader role, preferably in the software industry
Bilingual: English and Urdu are required

Core Competency

Logical thinker and problem solver
Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels
Dynamic, energetic, motivated, positive outlook
Skilled in a computerized work environment with experience with Atlassian suite of software tools

Preferred

Ability to work with minimal supervision
Developer background or some level of training with Microsoft .NET technologies
Education secondary education in the UK, Canada, Australia or USA

Job Description

Coordinate Customer Support Activities

managing a team of customer service personnel
coordinating their team throughout their shift
managing employee schedules
ensuring adequate operational resource cover
providing advice, guidance and support for internal team members
analyzing call logs so you can spot common trends and underlying problems
providing weekly and monthly reports for support processes and activities

Provide Direct Customer Support

responding directly to customers requiring assistance including email, slack, phone, conference call, etc
logging and keeping records of customer/employee queries
maintaining request routing methodology and ensure support issues are sent to responsible team
monitoring, reviewing, and reporting on service levels for support
updating self-help documentation allowing customers/employees can try to fix problems themselves

Review and Resolve Escalations

acting as first line of escalation for customers questions, issues exceeding SLA and complaints
identifying a solution to a customer’s query or directing them to appropriate teams

Evaluate Team Performance

leading or conducting periodic reviews and evaluations of team members
monitoring employee performance and note areas for improvement
meeting directly with the team member to discuss their performance on a scheduled basis
making recommendations to management team if an employee is consistently not meeting expectations

Train Resources

training new hires in their customer support duties and responsibilities
instructing them on company policies and best practices for resolving customer requests
monitoring new team members’ activities and performance during the first few weeks of training and onboarding to determine where further training is needed

Improve Support Processes

identifying opportunities to enhance internal processes
gathering data related to customer contact and interactions and use this data to prepare reports and analyses of which processes are working and which can be improved

مہارتیں

Pursuing News Stories Client Expectations Manage Client Relationships تواصل بوضوح

نوکری کی تفصیلات

صنعت:

انفارمیشن ٹیکنالوجی

شعبہِ افعال:

خدمتِ خریدار ومعاونتِ صارف

کل عہدے:

1 اشاعت

نوکری کی شفٹ:

دوپہر

نوکری کی قسم:

مستقل

محکمہ:

نوکری کا مقام:

Gulberg 3, لاہور, پاکستان

جنس:

کوئی ترجیح نہیں

کم از کم تعلیم:

بیچلرز

کیریئر کی سطح:

تجربہ کار پیشہ ور

کم از کم تجربہ:

6 سال

اس سے پہلے درخواست دیجیۓ:

دسمبر ۰۱, ۲۰۱۸

تاریخِ اِشاعت:

نومبر ۱۳, ۲۰۱۸

Source Path Pvt. Ltd.

انفارمیشن ٹیکنالوجی · 11-50 ملازمین - لاہور

پیروی کریں

servicePath is an innovative provider of commercial software for IT Service Providers, specifically Managed Services and Cloud Computing providers. servicePath has offices in the UK, Dubai and Lahore with clients based in Europe, North America and the Middle East. servicePath is developing innovative software based on the Microsoft .NET platform using leading edge technologies like Silverlight 5.0, NServiceBus, RavenDB, WCF, WF, Microsoft Azure.. We offer exciting opportunities for learning and career enhancement for talented people.