Technical Support Team Lead

vor 1 Monat

Baar, Zug, Schweiz Global Message Services Vollzeit

About the Role:

We are seeking a highly skilled Technical Support Team Lead to join our team at Global Message Services. As a key member of our Support Operations team, you will be responsible for supervising a team of support specialists, creating procedures and workflows, and managing customer and supplier tickets.

Key Responsibilities:

  • Supervise a team of support specialists, providing guidance, monitoring performance, and conducting team meetings.
  • Create procedures and workflows to facilitate customer care teamwork and communication.
  • Manage customer and supplier tickets, efficiently triaging and resolving inquiries, maintaining a comprehensive ticket system, and analyzing data to pre-empt issues.
  • Delegate tasks, identifying strengths, defining objectives, balancing workloads, and monitoring progress to ensure successful task completion.
  • Communicate professionally with customers via email, phone, and Skype, accurately recording details and maintaining communication standards.
  • Coordinate projects with the commercial team, ensuring seamless project execution, monitoring progress, and facilitating cross-team communication.
  • Lead in critical situations, exhibiting strong leadership, remaining composed, mobilizing the team, and conducting post-incident reviews for improvement.

Requirements:

  • Leadership and good communication skills.
  • A minimum of 3 years of experience in the SMS business.
  • Proficiency in English, both written and verbal.
  • Knowledge of internet technologies.
  • Computer skills and proficiency in MS Office applications.
  • Self-motivation, reliability, and high organizational skills.
  • Team-oriented with a positive attitude and logical thinking ability.

About Us:

Global Message Services is a multicultural and dynamic environment in a fast-growing worldwide business. We offer a one-of-a-kind company culture, a professional team committed to the highest standards of performance, and a customer-oriented culture with a high respect for both internal and external customers. We are committed to our values of Integrity, Agility, and Commitment, and we strive for success and team spirit.

What We Offer:

  • A competitive salary and bonus system.

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