Technical Support Team Lead

Киев
Постоянная работа
Полная занятость

1 мес. назад
Быстрый отклик

The Company specializes in next-generation Cellular as well as IMS, Voice, Data and VoIP networks. Its solutions are used in the development and installation of network equipment and in the maintenance of operational networks. The Company's products facilitate fault management, network service monitoring and analysis, troubleshooting and pre-mediation.We are expanding our presence in EU and currently looking to hire in EU support department Team Leader - Customer Success.Responsible for:

Managing a team: Overseeing a team of Customer support representatives
Setting goals: Establishing and ensuring customer satisfaction goals are met
Improving service: Implementing policies to improve service quality for the Team on effective Support
Managing complaints: Handling complaints and queries efficiently
Measuring customer satisfaction: Finding ways to measure customer satisfaction
Reporting Results: Handling Customer Support measurements and related improvements or degradation with proper justification to Management
Customer Escalation handling along with event management

Requirements:

Problem-solving: Being able to quickly identify potential issues and come up with solutions
Having leadership skills and acting as a mentor towards teammates
Being able to interpret customer feedback and metrics to identify trends and areas for improvement
Minimum 10 years of experience working as a Support Team Lead or Senior Team Lead in the telecom (preferably telecom monitoring) industry.
Bachelor of engineering in CS, EE, Telecommunications from a recognized university
Knowledge of Support process and handling customer communication/building relationships, Escalation management.
Telecom Performance KPI’s, Environment understanding CNF,VNF
Knowledge with Linux OS, SQL knowledge
Tools knowledge – Grafana, Monitoring tools

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