Technical Support Team Lead

3 tygodni temu

Kraków, Lesser Poland Trimble Pełny etat

About This Role

We are seeking a highly skilled Technical Support Team Lead to join our team. As a Technical Support Team Lead, you will be responsible for leading a team of technical support specialists, organizing tasks, and assisting in escalations and incorporating best practices in processes.

Key Responsibilities

  • Leading the team of technical support specialists and organizing tasks to ensure efficient resolution of customer issues.
  • Contributing to team development strategy, including talent development and retention of key talents.
  • Analyzing behavior of technical systems and steering internal efforts to resolve issues for customers.
  • Managing internal reports based on tickets if requested.
  • Taking part in recruiting activities and conducting job interviews.
  • Assisting the Head of Department in managing and evaluating employee performance.
  • Taking an active part in creating and leading process improvements and organizing trainings for Technical Support.
  • Building a positive relationship with stakeholders such as Customer Care, Professional Services, and other departments across the organization.

Requirements

  • Previous experience in leading a technical team, ideally with 2nd line technical support.
  • Advanced knowledge of web-based applications configuration (HTTP/SOAP/REST/FTP).
  • Advanced technical skills (SQL, XML, XSL, JSON, CSV, MS Office).
  • Fluent English level and willingness to work in a multicultural English-speaking environment.
  • Ability to motivate and drive the team.
  • Ability to work with tight deadlines and changing priorities.
  • Ability to build strong interpersonal relationships and create a positive and collaborative team environment.
  • Capability of balancing multiple tasks, delegating responsibilities, and maintaining focus on critical objectives.

About Us

We believe in celebrating our differences and actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.

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