1st Level Support Team Leader Location: Tel Aviv, Israel Job Description: Being part of the growing kenshoo support group who will give support for applications developed for our customers. Support Manager will be responsible for the daily running and management of the 1st tier through the effective use of resources. Responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development. Ensure that SLAs are met and that quality targets are reached and maintained, by coordinating with 2nd & 3rd level Support Engineers, TAM’s and AM’s to work towards a quick resolution of issues. Requirements: BSCS degree preferred 4 to 5 year experience Knowledge of support tools and process is a plus English- Mother tongue language Duties and Responsibilities: Managing the daily running of the group - To efficiently allocate incoming requests to the team, prioritizing actions and monitoring team resource so that customer deadlines are met. Communicate via web-based applications and phone to resolve customer issues Ensure SLA’s are achieved and client expectations are met (or exceeded). Setting and meeting performance targets for speed, efficiency, sales and quality Escalate issues as needed Have good cross department communication and relationships Maintain a mindset of continuous improvement Responsible for providing application support coverage during hours assigned Create processes and procedures Maintaining up-to-date knowledge - Maintains professional and technical knowledge by tracking emerging trends in support group operations management. Recording statistics, user rates and the performance levels of the group and preparing reports Handling the most complex customer complaints or enquiries Retention
Posted on: Mon, 01 Jul 2013 14:42:23 +0000
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