KeepCalling has an excellent opportunity for a Technical Support Team Lead, part of our IT department, in our Sibiu office.
In this role, you will be responsible for overseeing the daily operations of the technical support team, as well as mentoring and auditing the quality of the Technical Support teamwork to ensure inquiries are distributed and resolved within target SLAs.
Our Technical Support team collaborates with our Customer Support team in offering assistance to business customers, through a ticketing system, and also offers technical support to our employees located in the 3 offices : Sibiu, Atlanta - US, Cochabamba - Bolivia.
This position is ONLY available at our Sibiu location. Please apply only if you are willing to relocate to Sibiu.
What do you need for this role?
You have 5+ years of experience working in the IT field;
Previous experience in a Technical Team Lead role is an advantage;
Bachelor Degree in Computer Science, Software Engineering or related disciplines;
Excellent communication skills in English - mandatory;
Knowledge and experience working with SQL and PHP;
Great people management and leadership skills;
Strong project management, problem-solving and troubleshooting skills;
Great customer focus.
If you’re up for the challenge, you’d be :
Leading and mentoring an international Technical Support Team, performing scheduled staff reviews, organize and deliver training to team members;
Review all technical support related processes and documentation for continuous improvement, updating and creating new procedures and policies;
Responsible for defining team goals and KPIs according to the department and organizational strategy;
Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.
Assist in on-demand data reporting and internal tools improvement.
Be the point of contact when it comes to technical escalations.
Why join us?
Because you are looking for an environment able to help you grow professionally by offering you the chance to work on challenging projects alongside some of the most talented and modest people you’ve ever met.
Our offer :
Attractive compensation package :
Fixed salary compensation;
Health and Wellbeing :
Gym Discounts and 7Card Partnership;
Medical Benefits at Polisano for employees and family (children, spouse, parents, siblings);
Personal and professional development :
KC Academy - internal training program;
National and International Conferences;
Extra Perks :
Between 21-27 Vacation Day