Customer Care Team Leader

ODC - SmartMessage

Türkiye
Sürekli
Tam zamanlı

28 gün önce

Who are we?We are a globally expanding software technology company that helps brands communicate more effectively with their audiences. We are looking forward to expand our people capabilities and success in developing high-end solutions beyond existing boundaries and establish our brand as a Global Powerhouse.We are free to work from wherever we want and go to the office whenever we like!What is the role?We are looking for a Customer Care Team Leader to take part in our team. Customer Care Team Leader is responsible for providing customer support, leading Local/International Customer Care Team. An important responsibility of a Customer Care Team Leader is to help develop guidelines and procedures to improve the quality of help their team delivers.What you'll be responsible:

Set up, manage, and evaluate end to end Service Desk processes and workflows
Align Service Desk activities with industry standard or framework such as ITIL
Possess strong analytical and problem solving skills in order to troubleshoot issues in a logical and effective manner
Develop and maintain collaborative relationships with internal and external customers
Acting as escalation point for all requests and incidents handled by the service desk
Monitoring customer communications and follow-ups the areas in which communications need improvement
Provide data and reporting of KPI's and trend reports ad-hoc, weekly, monthly and as needed to drive support ticket reviews and develop strategies for improvement
Preparing work schedules to verify that sufficient employees are available handle local/international customer tickets
Maintaining and usage of FAQ and other knowledge data bases for support
Provide help desk support after the implementation of the new product/project for SaaS/On-Premises customers
Lead, coach, and motivate team members on a proactive basis
Address customer complaints to obtain timely resolutions
Maintain or exceed Service Level Agreements based on Key Performance Indicators (KPIs) and other department goals
Participate in root cause analysis to obtain long term solutions to improve customer support quality

We are looking for a passionate talent who has;

University degree in Computer Science or a related field
5+ years professional experience in IT Support/IT Service Management field
Supervision of five or more employees preferred
ITIL,COBIT or equivalent Certification is a major asset
Familiarity with project management tools and/or software packages
Performance analysis and debugging in Linux environment and/or Kubernetes,
Experience with Unix/Linux operating systems internals (e.g. filesystems, system calls), and with networking or cloud systems,
Experience analyzing and troubleshooting systems,
An understanding of OS and distributed systems concepts, network concepts (OSI model, and etc.)
Knowledge of SDLC and DevOps Concepts
Configuring and supporting windows and Linux based servers and applications
Develop and maintain automation tools to reduce manual operational tasks Strong hands-on experience with management and clustering of Redis, RabbitMQ.
Strong expertise with PostgreSQL management operations (Backup, performance tuning, maintenance)
Experience with NoSQL databases (MongoDB)
Experience working in a team-oriented, collaborative environment
Strategic. operational, and technical marketing &management skills
Rapidly adapt and respond to changes in environment and priorities
Detailed problem-solving approach, coupled with effective interpersonal skills and a sense of drive

Join our team!

ODC - SmartMessage

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