Support Lead

Support Lead

Madrid,Spain

Permanent

Skills

tracking

monitoring

Telco

JIRA

Support Lead

Support Lead - (English + Spanish)

SUPPORT LEAD – JOB DESCRIPTION

BAND – U3

LOCATION - SPAIN

Permanent hire

Spain Madrid

Telco Domain

SCOPE OF THE ROLE   

The Support Team Lead is responsible for overseeing the daily operations of the technical support team as well as participating as an active member of the team.   As a team lead, this position will partner with the client to deliver exceptional support to customer through phone, email and chat.  This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training.

ROLE & RESPONSIBILITIES 

English & Spanish (verbal & non-verbal) – Fluency Must

Thorough knowledge of JIRA bug tracking and monitoring - Must

Oversee the day-to-day operations of the Support Team 

Act as a senior agent who will drive customer satisfaction through customer support

Act as a mentor and provide oversight, coaching, and training to technical support staff

Be the point of contact when it comes to technical escalations 

Record and track team SLAs and workflows

Provide support where needed for both internal and external customers

Clearly communicate escalated issues to senior management as needed

Manage and report on all incoming technical support inquiries 

On-board all new technical support team members

Assist in the creation of the team KPIs as well as monitor and report on results

Be actively involved with the operational delivery and UAT if required for new product and feature releases 

Monitor team performance and report on metrics

Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner

Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents

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 tools

Evaluate and analyze Salesforce case trends to prevent future issues

KNOWLEDGE & SKILLS REQUIRED

Thorough knowledge of JIRA, bug tracking and monitoring is MUST

Excellent communicator, both oral and written in English & Spanish

Proven people management and leadership skills

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