This job offer is no longer available
About
Core Responsibilities
Team Leadership: Recruit, motivate, and build a team of agents able to effectively deliver support under your management. Mentor technical staff; manage daily work assignments and schedules. Exhibit a positive and can-do attitude
Coaching: Responsible for the assessment, coaching, mentoring, and training needs of the Technical Support team, ensuring a high level of support and customer engagement is provided to our customers.
Process Improvement: Design and implement support policies, procedures, and workflows to improve resolution times and customer satisfaction (CSAT). Develop strategic oversight of the team's performance, and operational efficiency rather than just solving individual tickets
Performance Tracking: Actively evaluate staffing levels, methods, and communications strategies to ensure execution of responses. Monitor key performance indicators (KPIs) like first-response time, ticket resolution rates, and backlog volume.
Stakeholder Collaboration: Partner with Product and Engineering departments to relay customer feedback and prioritize bug fixes or new features.
Escalation Management: Act as the primary point of contact for complex customer issues that cannot be resolved by frontline staff.
Technical Qualifications
General understanding of Google Workspace and Microsoft 365 data migration
Knowledge of email/networking protocols such as SMTP, EWS, NRPC, IMAP, DNS, and RFCs
Knowledge of email/collaboration platforms such as Microsoft 365 (Exchange Server and Exchange Online; Active Directory and Entra; SharePoint; OneDrive; Teams) and Google Workspace, GroupWise, Zimbra, IMAP email systems, etc.
Contract duration of more than 6 months. with 40 hours per week.
Mandatory skills: Customer Support, Ticketing System, Technical Support, Incident Management, Customer Service, Communication Etiquette, Online Chat Support, Email Communication, System Configuration
Languages
- English
Notice for Users
This job was posted by one of our partners. You can view the original job source here.