3rd line Manager, Customer Support
Basware
Iași
6 zile în urmă

Job Description

The Customer Support functions is made up of more than 230 Basware experts globally. Customer Support provides professional, efficient and effective technical support to Basware customers / partners in a manner that further enhances customer experience, satisfaction and loyalty.

We work to resolve customer Cases and Incidents to enable our customers to use Basware products and services efficiently and enable them to run their business seamlessly.

Customer Support draws on our collective expertise so that our customers realize the best possible business outcomes with Basware’s Networked Purchase-to-Pay solutions.

TEAM DESCRIPTION AND RESPONSIBILITIES IN THIS POSITION :

The 3rd line Support plays a key role in executing the Basware strategy by focusing on Serviceability, Case Reduction, and Problem Management.

We also contribute to the success of the whole Customer Support unit by coaching and training our support teams in their Case work.

In this role, you are leading the Romanian 3rd Line Support team, and you are part of the global 3rd line Support leadership team.

You will report to the head of the global 3rd Line Support, and while having a local team under your leadership, you are working on global scope daily.

Your main responsibility areas are leading the team of experienced Support Consultants as well as identifying, owning, and driving various development activities with the collaboration of your colleagues, to help the global 3rd line Support to continue playing its key role in Basware.

Skills & Requirements

SKILLS AND CANDIDATE QUALIFICATIONS :

You can be successful in this role if you have a forward-looking mindset, strong leadership skills, and the courage to foster an innovative culture within your team.

You have an extensive experience in Customer Support and the creation of superior Customer Experience. You have experience in leading an experienced technical team either in a manager role or as a senior expert coaching others.

You are a strong executor who can make things happen. You are innovative and bold to bring up your ideas and vision to improve the ways of working not only in your team but in the whole Basware organization.

You can also build strong relationships with various internal stakeholders and can drive cross-functional development topics forward.

You are a strong communicator and are fluent in English, and you can discuss with both internal and external stakeholders as well as customers.

You strive for continuous learning and have always the big picture in mind instead of focusing on suboptimization.

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