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SMTP.com is one of j2 Global Cloud Services digital email businesses based in Kiev and is an industry leader in provisioning of digital communications, providing SaaS technology solutions, strategy and expertise in email delivery.
9 октября 2019

Global Support Team Lead (вакансия неактивна)

Одесса от $1000

Необходимые навыки

— 2+ years of experience working in a chat and phone-based support role (technical support/account management/sales)
— 1+ years of management experience
— Solid written and verbal communication skills; proficient language skills in English
— Experience in troubleshooting and logs reading
— Experience working with CRM and ticketing systems
— Solid critical thinking and problem-solving skills
— Willingness to work with and organize people
— Ability to cope with stressful situations
— Ability to learn quickly and adapt to a fast-paced support

Будет плюсом

— Basic HTML knowledge

Предлагаем

— Competitive salary
— Full tax coverage
— Company laptop
— Free parking at the office (Tairova, Levitana St)
— Unlimited snacks, tea and coffee at the office

Обязанности

— Learn and maintain support knowledgebase & provide mentorship for your team
— Set standards for and maintain quality of service within your team
— Collaborate with peer support managers
— Serve as a single point of contact for phone calls and chat from customers regarding their technical issues, requests, and queries
— Accurately process and make call logs
— Escalate unresolved calls to technical departments, using task tracking systems
— Maintain exceptional customer service for all support queries and adhere to standard processes and procedures
— Respond to emergency situations as assigned

О проекте

iContact Global Support Support team is looking for a Team Lead who will choose and manage a new hand-picked team of Customer Service Representatives in our Odessa (Ukraine) office. In this role, you will be responsible for the day-to-day operations and long term strategies of the team, which will provide front-line technical support for iContact clients in a global 24/7 environment.

As a Global Support Team Lead, you will work closely with global peers in Ukraine, Canada, the UK and the US. You will fulfill standard requests and perform troubleshooting procedures using telephone, chat, email, internal ticketing and CRM systems, as well as manage a team of 3+ Junior/Middle Global Support Team Representatives.