We have an immediate requirement for a Technical Support Team Leader to join our global technology client on a day rate contract basis in Dublin City Centre. As an experienced lead for the Application Support Associate team you will provide oversight to a team of 3-8 members responding to customers, partners, and internal teams that use tools and applications. You will work closely with Management in the US to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the teams running in an efficient manner, to increase customer satisfaction, and to decrease issue resolution time. You have leadership and troubleshooting experience, good grasp of web technologies and strong customer service instincts.
Responsibilities:
* Improving customer service experience and facilitate organic growth
* Taking ownership of customers issues and following problems through to resolution
* Working with US management to drive strategies
* Develop and/or grow documented communication procedures and guidelines answering and resolving application request ensuring that the local team is setup for success
* Analyse statistics and compile accurate reports
* Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
* Adhere to and manage the approved budget
* Maintain an orderly workflow according to priorities
* Triaging, categorising, and prioritising issues reported by customers & partners
* Provision customers & partners with access to external applications
* Identify and assess customers' needs to achieve satisfaction
* Resolving application or service problems by clarifying the customer's complaint or request through one-to-one communication (email)
* Go the extra mile to engage customers
* Keep records of customer interactions, process customer accounts and file documents
* Manage large amounts of incoming tickets
* Contribute to team effort by accomplishing related results and working closely with the Applications Support Engineers in Sunnyvale
* Dedication to providing excellent service standards to external customers/partners within the time limits and follow up to ensure resolution maintaining high customer satisfaction
* Champion process improvements to increase efficiency and decrease issue resolution time
Key Requirements
* BA/BS degree in Business Administration or related field required
* 2-3 years of proven working experience providing customer service leadership for applications, preferably cloud and/or web technologies
* Experience in providing customer service support
* Knowledge of leadership/management methods and techniques
* Ability to think strategically and to lead
* Troubleshooting and multi-tasking skills
* Customer Service orientation
* Ability to identify recurring issues
* Strong customer support skills, including excellent verbal and written communications skills
* Strong documentation skills
* Passion to learn and adapt to a rapidly changing environment
* Must possess a sense of urgency to resolve customer issues
* Familiarity with SalesForce administration desired
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