Helpdesk Team Leader

• 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

• 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