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Technical Support Team Leader
3 months ago
About Accoravillage:
Accoravillage is a dynamic and innovative organization committed to providing exceptional customer-focused telecommunications solutions. We pride ourselves on our entrepreneurial spirit and dedication to connecting our clients with the services and support they need.
Position Overview:
We are currently seeking a Tier 1 Technical Support Manager to oversee our Technical Support Team. This role is essential in ensuring that our customers receive the highest level of service and support.
Key Responsibilities:
- Lead and mentor a team of 15-20 Technical Support Representatives, fostering a collaborative and motivated work environment.
- Manage all aspects of team performance, including recruitment, coaching, performance evaluations, and disciplinary actions.
- Guide team members in achieving key performance indicators (KPIs) and maintaining high standards of customer service.
- Ensure adherence to support processes and procedures, continuously seeking improvements.
- Collaborate with other departments to identify and address training needs and process gaps.
- Provide timely and effective resolutions to escalated customer issues via phone and email.
- Conduct quality control assessments, including call observations, to identify areas for improvement.
- Analyze performance reports to identify trends and implement solutions for enhancement.
- Train team members on new products, services, and company policies.
Qualifications:
- A minimum of two years of experience in a customer care environment, with prior leadership experience in Technical Support preferred.
- Strong technical knowledge of telecommunications products, including internet, television, and telephone services.
- Proven ability to work independently and manage time effectively.
- Demonstrated leadership skills with a focus on employee satisfaction and development.
- Ability to adapt in a fast-paced environment with multiple priorities.
- Results-oriented mindset with strong analytical and problem-solving skills.
- Excellent verbal and written communication abilities.
- Proficient in Microsoft Office Suite and report development.
- A degree from a university or college, or equivalent professional experience.
- Willingness to work flexible hours as required by the contact center operations.
Why Work with Accoravillage?
At Accoravillage, we believe that our greatest asset is our people. We are committed to fostering a culture of continuous improvement and professional growth. Our focus on employee development ensures that our team members are well-prepared for future opportunities within the organization.
Embark on a rewarding career journey with us, where your contributions make a difference.
