Posted Nov 13, 2018 19 views
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
Job Details
Source Path Pvt. Ltd.
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.
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