• Oversee the day-to-day operations of the Technical Support Team
• Act as a senior agent who will drive customer satisfaction through customer support
• Provide direct supervision of the technical support engineers
• Act as a mentor and provide oversight, coaching, and training to team members
• Be the point of contact when it comes to technical escalations
• Record and track team SLAs and workflows
• Clearly communicate issues to SDM as needed, be able to be a communication bridge between the clients and sG management team
• Manage and report on all incoming technical support inquiries
• On-board all new 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 professional manner
• Work to create any relevant support material for the team
• Implement any necessary preventive measures to reduce customer faults and issues
• Review all technical support related processes and documentation for continuous improvement
• Assist in the creation and implementation of customer self-service material and tool
| 職務経験 | 6年以上 |
| キャリアレベル | 中途経験者レベル |
| 英語レベル | ビジネス会話レベル |
| 日本語レベル | ビジネス会話レベル |
| 最終学歴 | 大学卒： 学士号 |
| 現在のビザ | 日本での就労許可が必要です |
• Excellent communicator, both oral and written
• Strong problem solving and communication skills between sG and clients
• Love being the first line of support and troubleshooting issues
• 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
• 3-5 Years experience in a Technical Support role
正社員
給与800万円 ~ 1100万円
勤務時間Mon-Fri 9am-6pm
休日・休暇Starts at 13 days/yr paid leave, increases each year until 22/yr
配属部署Technology Support
業種ITコンサルティング
| 会社の種類 | 中小企業 (従業員300名以下) - 外資系企業 |
| 外国人の割合 | 外国人 半数 |
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