Responsibilities
- Oversee the day-to-day operations of the Incident Management Team
- Act as a senior agent who will drive customer satisfaction through customer support
- Act as a mentor and provide oversight, coaching, and training to IM staff
- Be the point of contact when it comes to technical escalations
- Record and track team SLAs and workflows
- Provide support where needed for both internal and external customers.
- Clearly communicate escalated issues to Tier 3 and product managers as needed
- On-board all new IM team members
- Assist in the creation of the team KPIs as well as monitor and report on results
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and skilled manner
- Work to create any relevant support material for the team
- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
- Implement any necessary preventive measures to reduce customer faults and issues
- BS degree in Information Technology, Computer Science or equivalent
- Proven working experience in enterprise technical support, Product support.
- Proven people management and leadership skills
- Excellent communicator, both oral and written
- Strong problem solving and communication skills
- Strong analytical skills to investigate and resolve customer support tickets
- Able to multi-task efficiently under time pressure
- Previous experience in managing customer focused teams ,Proven experience in managing a service and support focused team culture