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Опубликовано 1 неделю назад

Senior Technical support manager

Nextiva

verifiedпроверено

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branchТелекоммуникации / Связь

cityКиев

sitehttps://www.nextiva.com/

  • полная занятость
  • английский

Key Requirements:

At least 2 years of experience in leading multi-tier technical support call center.

Workforce management

Fluent English

 

Nice to have:

Experience with setting up and maintaining systems for a call center, tickets, chat and knowledgebase for internal and external use.

Ability to run analytics and understand KPIs as well as continue to explore new ways to get a better comprehension of the customer's needs.

Problem and Incident Management according to standards.

 

Responsibilities:

Managing main support hours 5am-6pm (AZ US time M-F)

Establish work procedures and processes according to department standards.

Lead and prioritize work load, handle escalations, etc.

Raise support related concerns, issues and improvement feedback to the management.

Maximize team productivity

 

Company offers:

Competitive salary

The ability to focus on a single project in the product American company

Friendly team

Comfortable work environment

Medical insurance included after the trial period

Lessons with native speaker included in workflow twice a week

Sandwich Fridays

 

 

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