Technical Support Team Manager
3 semanas atrás
**Your mission**:***
**ABOUT THE ROLE**
Our Client, an industry leader in airline retail technology, requires an experienced **Team Manager** to lead a growing, well-established & successful team.
**WHAT YOU'LL BE DOING**
- Working as part of a technical support team assisting our Client.
- Providing high quality & Customer focussed 1st line technical support.
- Handling incoming support calls & trouble tickets.
- Ensuring key information is accurately captured, undertaking relevant technical investigation & resolving complex Customer issues.
- Developing and maintaining an exceptional level of Customer satisfaction at all touchpoints with the Customer and Client.
- Working closely with the Group Manager to assist as a key point of contact for day to day operations.
- Actively managing and supporting the team on a day to day basis. (Catch ups, 1-2-1’s, coaching, and assisting with general queries)
- You will be responsible for delivering daily and weekly reports while maintaining trend data in the background.
- You will be responsible for dealing with client escalations.
- Ensuring team members are fully briefed on new information within agreed time scales.
- You will be responsible for generating and maintaining SOP’s.
- Ensure that service level is maintained, and impacts are managed effectively when making team decisions - including authorization of training requests, team briefings, and any other absence.
- Continuously reviewing opportunities to streamline processes and implement any process or system changes that will drive efficiencies and improve Customer experience.
- You will have the ability to implement and facilitate the personal and professional development of your team by giving them constructive feedback.
- Excellent communication and influencing skills with the ability to plan, prioritise and allocate work to achieve and exceed agreed SLA’s.
- You will support your team by assisting during peak interaction periods/days where absences occur, to ensure SLA’s are protected and your team is supported.
**Your profile**:
**ABOUT YOU**
- You have experience in a team manager role or a strong background in customer service.
- You are someone who is willing to challenge and lead by example.
- You have the ability and willingness to adapt your shift patterns to support your team when required to do so.
- You are competent providing high-level support to both customers and your team.
- You have experience using helpdesk software and remote support tools.
- You can demonstrate high levels of initiative with the ability to multi-task and be detail oriented in a fast-paced environment.
- You have a growth mindset and are a proactive, self-motivated individual.
- You are proven to be organised, methodical and rigorous.
- You are a team player able to develop great relations with all internal teams.
**Why us?**:
**WHAT YOU GET IN RETURN**:
- Fully remote work (based in Portugal)
- A competitive salary
- WFH allowance
- Meal Allowance
- Online Gym and Wellbeing Studio.
- The opportunity for professional growth.
- Fun company events and team outings.
**About us**:
Founded in 2020, Otonomee is one of the world's first purpose built, remote first, outsourcing companies (BPO) who provides partner companies with outsourced sales and customer support solutions.
We design, build and operate outsourced people and technology solutions for growing businesses. Our solutions help customers protect their brands as they grow their customer base, move into new markets and find efficiencies to support their growth.
We leverage the benefits of a remote first model to attract talent from a wider talent pool and are achieving industry leading retention levels for our partners. Our service is available 24/7 in all European languages. We currently support partners operations in Ireland, the US, UK and across Europe.
Otonomee is committed to encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected - **Together we grow
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