Technical Lead for Global Service Desk

1 tydzień temu

Warszawa, Mazovia, Polska Equinix Poland Sp. z o.o. Pełny etat

Job Description:

The Technical Lead for Global Service Desk will oversee a team of customer support agents providing multilingual support. The ideal candidate will ensure high-quality service is delivered to customers while maintaining operational efficiency.

Responsibilities:

  • Team Leadership:
  • Lead and mentor a team of customer support agents, aligning their performance with company goals and KPIs.
  • Set clear team objectives, monitor progress, and provide regular performance feedback.
  • Foster a positive team environment that promotes productivity and job satisfaction.
  • Customer Support Operations:
  • Oversee daily support operations, ensuring tickets, chats, and calls are handled efficiently and effectively.
  • Manage workload and schedules of team members to meet support demands and maintain service-level agreements (SLAs).
  • Handle escalated customer issues and complaints, resolving them quickly and appropriately.
  • Performance Monitoring:
  • Track team performance through metrics like response times, customer satisfaction (CSAT), and ticket resolution.
  • Identify areas for improvement and implement strategies to optimize performance and team output.
  • Conduct regular one-on-one meetings and performance reviews with team members.
  • Training and Development:
  • Provide ongoing training and development opportunities to ensure team members have the knowledge and skills required to excel in their roles.
  • Keep the team updated on new products, services, and procedures.
  • Develop and update team training materials as needed.
  • Process Improvement:
  • Collaborate with the Manager and other departments to streamline processes, improve workflows, and enhance the overall customer experience.
  • Identify common issues or recurring problems and work with relevant teams to resolve them.
  • Reporting:
  • Prepare and present regular reports on team performance, customer satisfaction, and operational efficiency to leadership.
  • Analyze trends in customer feedback and provide insights for continuous improvement.
  • Stakeholder Collaboration:
  • Work closely with other departments to ensure customer feedback is incorporated into business strategies and service improvements.
  • May represent the support team in selected cross-functional meetings to ensure alignment and coordination.

Requirements:

  • Proven years of experience in customer support, with some years in a supervisory or team lead role.
  • Proficiency in French and Italian is considered an asset.
  • Bachelor's degree in Business, Communications, or a related field preferred.
  • Strong leadership and people management skills.
  • Excellent communication and interpersonal skills.
  • Ability to handle escalations and resolve complex customer issues.
  • Data-driven with experience in performance analysis and reporting.
  • Proficient in customer support software (e.g., Salesforce Service Cloud) and MS Office applications.

What We Offer:

  • Employment in a stable company with an established position in the market.
  • Possibility to work within a fast-growing Fortune 500 digital infrastructure company.
  • Challenging job in a dynamic, professional, international, and multicultural environment.
  • Possibility to participate in company-sponsored trainings.
  • Employee Assistance Program – access to free counseling, legal, and financial consultations, and crisis intervention.
  • Paid employee referral program.
  • Opportunity to work in a supportive, inclusive environment with a People-Centric Culture.
  • Competitive salary and yearly bonus, as well as a well-defined career path shaped to individual priorities.
  • Attractive benefits package.

Average Salary: $80,000 - $110,000 per year, depending on location and experience.

  • Global Service Desk Lead

    4 tygodni temu

    Warszawa, Mazovia, Polska Equinix Pełny etat

    Job Description:As a Global Service Desk Lead, you will be responsible for overseeing a team of customer support agents providing support in French, Italian, and English. Your key goal will be to ensure high-quality service is delivered to customers while maintaining the team's operational efficiency.Key Responsibilities:• Lead, mentor, and coach a team of...

  • Service Desk Specialist

    1 miesiąc temu

    Warszawa, Mazovia, Polska Ricoh Pełny etat

    About Ricoh:Ricoh is a global technology company that has been transforming the way people work for over 80 years. We empower companies and individuals with services and technologies that inspire innovation, enhance sustainability, and boost business growth.We're looking for:Service Desk OperatorThis role provides a single point of contact for Ricoh's IT...

  • Global Service Desk Agent

    4 tygodni temu

    Warszawa, Mazovia, Polska Equinix Pełny etat

    About the RoleAt Equinix, we're seeking a skilled Global Service Desk Agent to provide high-level technical support to our customers. As a key member of our team, you'll work on a variety of complex issues, leveraging your expertise to deliver exceptional customer experiences.ResponsibilitiesProvide tier two support for customer requests, inquiries, and...

  • Dutch Speaker Global Service Desk Technical Support Specialist

    2 tygodni temu

    Warszawa, Mazovia, Polska Equinix Pełny etat

    Discover a challenging and dynamic work environment at Equinix, the world's digital infrastructure company. As a Global Service Desk Technical Support Specialist, you will be part of a fast-growing Fortune 500 company operating over 250 data centers globally.In this role, you will provide tier two technical support to customers through email, phone, or live...

  • Global Service Desk Specialist

    1 miesiąc temu

    Warszawa, Mazovia, Polska Equinix Poland Sp. z o.o. Pełny etat

    Global Service Desk SpecialistOur team is seeking a skilled Global Service Desk Specialist to provide tier two support on customer requests, inquiries, and/or questions through email, phone, or live chat. As a specialist, you will be responsible for troubleshooting, documenting, escalating, and managing trouble resolution in the best interest of the customer...

  • Global Service Desk Specialist

    1 miesiąc temu

    Warszawa, Mazovia, Polska Equinix Poland Sp. z o.o. Pełny etat

    Global Service Desk SpecialistYour responsibilitiesCustomer Support Provides tier two (more complex) support on customer requests, inquiries, and/or questions through email, phone, or live chat, troubleshoot, document, escalate, and manage trouble resolution in the best interest of the customer and company. May also have involvement in escalation support at...

  • Technical Service Manager

    1 tydzień temu

    Warszawa, Mazovia, Polska British American Tobacco Pełny etat

    About BATBritish American Tobacco is a leading tobacco and Next Generation Products (NGPs) company. Our aim is to reduce the health impact of our industry by creating a smoke-free future and making healthier choices possible for adults.We're seeking a highly skilled Technical Service Manager to join our team in Warsaw, Poland. This exciting opportunity will...

  • Global Service Desk Agent

    3 tygodni temu

    Warszawa, Mazovia, Polska Equinix Pełny etat

    Job SummaryWe are seeking a highly skilled Global Service Desk Agent with fluency in Dutch to join our team. As a key member of our global support team, you will be responsible for providing tier 2 technical support to our customers via phone, email, and live chat. In this role, you will work closely with our customers to resolve complex technical issues,...

  • Global Service Desk Professional

    2 tygodni temu

    Warszawa, Mazovia, Polska Equinix Pełny etat

    Job OverviewAn exciting opportunity awaits a seasoned professional to join our Global Service Desk team.Company OverviewEquinix is the world's leading digital infrastructure company, operating over 250 data centers globally. We empower digital leaders to scale with agility and deliver world-class experiences by connecting them with the right people, places,...

  • Global Service Desk Agent

    4 tygodni temu

    Warszawa, Mazovia, Polska Equinix Pełny etat

    Job SummaryAn exciting opportunity to join our Global Service Desk team as a Technical Support Specialist in Dutch. We're looking for someone with fluent Dutch and English language skills to provide tier two support on customer requests, inquiries, and/or questions through email, phone, or live chat.In this role, you will be taking care of a variety of...

  • Global Service Desk Analyst with German Language Support

    1 miesiąc temu

    Warszawa, Mazovia, Polska Mettler Toledo Pełny etat

    Job SummaryWe are seeking a highly skilled Global Service Desk Analyst with German language expertise to join our team at Mettler Toledo. As a key member of our IT support team, you will provide exceptional technical support to our users across multiple regions, including Poland, Switzerland, Germany, Holland, France, Spain, and the USA.Key...

  • Global Service Desk Agent

    3 tygodni temu

    Warszawa, Mazovia, Polska Equinix Pełny etat

    About the RoleAs a Global Service Desk Agent, you will be part of a dynamic team providing multilingual support to our global customers. Your primary responsibility will be to deliver exceptional customer service, addressing complex issues and queries through email, phone, or live chat.Key ResponsibilitiesProvide tier two support on customer requests,...

  • Global Service Desk Expert

    2 tygodni temu

    Warszawa, Mazovia, Polska Equinix Pełny etat

    Unlock a Challenging Career Opportunity at EquinixWe are seeking an experienced Global Service Desk Agent with fluent Dutch and English language skills to join our dynamic team. In this role, you will provide tier two support on customer requests, inquiries, and questions through email, phone, or live chat.About the JobAs a Global Service Desk Agent, you...

  • Service Desk Specialist

    1 miesiąc temu

    Warszawa, Mazovia, Polska dbschenker Pełny etat

    Job SummaryThe Service Desk Agent plays a vital role in managing the first level of support at the IT Service Desk. Their primary responsibility is to ensure that first-level support activities follow agreed procedures and that tickets are identified, registered, and categorized into incidents and service requests.Key ResponsibilitiesRespond to first-level...

  • Global Service Desk Team Lead

    1 miesiąc temu

    Warszawa, Mazovia, Polska Equinix Poland Sp. z o.o. Pełny etat

    The Customer Support Team Lead is responsible for overseeing a team of customer support agents providing support in French, Italian, and English. The Team Lead ensures high-quality service is delivered to customers while maintaining the team's operational efficiency. They play a key role in team management, performance improvement, and process optimization,...

  • Technical Lead

    2 tygodni temu

    Warszawa, Mazovia, Polska Infotree Global Solutions Pełny etat

    About Infotree Global SolutionsWe are a leading global financial entity offering a wide array of services including investment banking, asset management, and private wealth management. Our commitment to customer service, integrity, and fostering sustainable economic growth drives our operations worldwide.Job Description:The CFO divisions boast an extensive...

  • Global Service Desk Agent

    4 tygodni temu

    Warszawa, Mazovia, Polska Equinix Pełny etat

    Job SummaryEquinix is seeking a skilled Global Service Desk Agent to provide tier two support on customer requests, inquiries, and questions through email, phone, or live chat. The successful candidate will have a strong understanding of technical issues and be able to troubleshoot, document, escalate, and manage trouble resolution in the best interest of...

  • Global Service Desk Agent

    1 miesiąc temu

    Warszawa, Mazovia, Polska Equinix Pełny etat

    Job SummaryAn exciting opportunity to join our Global Service Desk team as a German-speaking customer support specialist. We're looking for someone who can provide tier two support on customer requests, inquiries, and/or questions through email, phone, or live chat.In this role, you will be taking care of a variety of challenges and from your direct...

  • Technical Lead, Software Engineering

    2 tygodni temu

    Warszawa, Mazovia, Polska Paramount Global Pełny etat

    Transform Your Career with Paramount GlobalWe are a leading global media and entertainment company that creates premium content and experiences for audiences worldwide. Our iconic portfolio of brands includes CBS, Showtime Networks, Paramount Pictures, Nickelodeon, MTV, Comedy Central, BET, Paramount+, Pluto TV and Simon & Schuster, among others.About the...

  • MES Service Technical Lead

    3 tygodni temu

    Warszawa, Mazovia, Polska NonStop Consulting Pełny etat

    Stryker is a global leader in medical technology, dedicated to improving healthcare through innovative products and services.This MES Service Technical Lead role is at the heart of our IT overhaul, leading the modernization of our MES platform to drive innovation, streamline operations, and elevate the company's digital capabilities.We cultivate talent; we...