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Manager of Technical Support (Tier 1)
Team Lead
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Manager of Technical Support (Tier 1)

Who We’re Looking For:

Bazaarvoice is looking for a Tier 1 Technical Support Manager who will be responsible for driving Customer Satisfaction (CSAT) by leading teams of Technical Support Analysts who are responsible for delivering exceptional customer service to our clients. The Manager leads a team of individuals who are the first point of contact for all client interactions and rapidly diagnose as well as solve client requests derived from support tickets, live chat, phone, email as well as escalations from internal colleagues providing exceptional customer service. This metrics-intensive role works closely with the Managing Director of Global Services and US-based Leaders to continuously analyze and improve Tier 1 support processes while managing the team.


·       Take ownership of the team and work with Management to drive performance that aligns with team KPIs.

·       Manage and assist a team of Technical Support Analysts with technical issues and client requests.

·       Provide direction in customer experience, problem solving, and meeting service demands of Bazaarvoice clients.

·       Provide guidance and serve as an escalation point to the team.

·       Ensure team is following client communications SOP.

·       Proficient in the tools that the Bazaarvoice clients and Employees use.

·       Provide clear expectations to the team when it comes to best practices, technical troubleshooting, tools and troubleshooting techniques as well as decision making.

·       Set and manage performance standards, and continuously monitor and improve team performance.

·       Work cross-functionally between departments to identify and champion new initiatives.

·       Attend weekly meeting with Global Services Managing Director & US-based Technical Support leadership to review performance & opportunities for improvement

·       Perform other duties as assigned.

 Qualifications and Work Experience:

·       Bachelor’s degree in CIS, MIS or Computer Science.

·       5+ years of professional experience in a client-facing role, preferable in application/software support or similar role.

·       At least 2+ years of experience managing a team.

·       Strong command of the English Language in both written and verbal form

·       Education and/or experience with Web 2.0 technologies preferred, including coding or scripting for websites or web components using HTML, CSS, JavaScript, SQL, XML, etc. using common programming and software development concepts.

·       Outstanding communication and team relationship skills.

·       Ability to excel in a fast-paced environment.

·       Drive/passion to provide exceptional customer service to each client.

·       Additional language skills are a bonus. 

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