Technical Lead for Global Service Desk

1 miesiąc 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.

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