Service Management Technical Support Lead
Are you a problem-solver with a passion for delivering exceptional customer service? Do you thrive in a fast-paced and dynamic environment? If so, TransferWise is looking for a Service Management Technical Support Lead to join our team. In this role, you will be responsible for leading a team of technical support agents to provide top-notch support to our customers. We are looking for someone who has a strong technical background and excellent communication skills, as well as a customer-centric mindset. If you are ready to take on a leadership role and make a positive impact on our customers' experience, we want to hear from you!
- Lead a team of technical support agents to provide high-quality and efficient support to customers.
- Develop and implement strategies to improve the overall customer service experience.
- Mentor and coach team members to enhance their technical skills and customer service abilities.
- Monitor and analyze customer service metrics to identify areas for improvement.
- Collaborate with other departments to resolve complex customer issues.
- Stay updated on product and service knowledge to effectively troubleshoot and resolve customer queries.
- Handle escalated customer issues and provide timely and effective resolutions.
- Maintain a positive and customer-centric mindset in all interactions with customers.
- Develop and maintain standard operating procedures for the technical support team.
- Conduct regular performance evaluations and provide feedback and recommendations for improvement.
- Identify training needs and coordinate training sessions for the team.
- Stay updated on industry trends and best practices in customer service.
- Communicate effectively with team members and other departments to ensure a smooth flow of information.
- Handle any other duties or projects assigned by the management.
In-Depth Knowledge Of Service Management Principles And Best Practices, Such As Itil, To Effectively Lead And Support Technical Teams.
Extensive Experience In Managing And Troubleshooting Complex Technical Issues In A Fast-Paced And Dynamic Environment.
Strong Leadership Skills, With The Ability To Effectively Mentor And Develop Team Members, And Drive A High-Performance Culture.
Excellent Communication And Interpersonal Skills To Effectively Collaborate With Cross-Functional Teams And Stakeholders.
Proven Track Record Of Delivering Exceptional Customer Service And Maintaining High Levels Of Customer Satisfaction.
Change Management
Vendor Management
Communication
Incident Management
customer service
Root Cause Analysis
Team Leadership
Performance monitoring
Problem-Solving
Technical Troubleshooting
Service Delivery
Training And
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
Organization
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Service Management Technical Support Lead in Tallinn, Estonia is €38,000-€55,000 per year. However, this can vary depending on factors such as the specific company, the candidate's experience and qualifications, and the overall job market conditions.
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TransferWise moves money through its platform to other users all over the world at mid-market rates and with no unnecessary fees. In addition to individual users, TransferWise can be used by companies to invoice vendors regardless of currency. Also has an office in NewYork. Now Wise.
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