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Technical Support In Region Team Leader

The role of the In Region Team Leader is to provide both expert level case handling/resolution and also actively contribute to departmental goals. The role is office based in Poland. The Team Leader will deliver exceptional service to our customers and provide an escalation path for TSE's and customers. Through active participation on department initiatives they will contribute to growth and expansion on the team. The Team Leader will also provide direct support to the Director of Global Technical Support as required.

Responsibilities

  • Provide leadership and support to the whole TSE team
  • Act as a role model within NVM for all members of staff
  • Assist in the recruitment of exceptional caliber staff and provide an environment where they can develop and grow
  • Knowledge share with the entire Support team
  • Overall responsibility for progression and eventual resolution of all Support cases
  • Maintain staffing cover for required case/shift coverage
  • Immediate flagging of in-region team challenges
  • Provide daily support to wider Support, CSG and NVM teams
  • Provide escalation management within TSE team
  • Closely monitor Support cases which have potential financial impact to the end customer
  • Maintain an awareness of Service Credits that may be claimed for by the customer for a prolonged/critical issue
  • Ensuring the successful delivery of higher level management initiatives designed to drive continuous improvement to the Customer Support function
  • Ensure delivery of objectives for the TSE team, to support the overall NVM Objectives
  • Nurture a team to be the best they can be along with focusing on personal development career progression
  • Actively drive personal responsibility and accountablility of team members
  • Contribute to the wider NewVoiceMedia growth and success via departmental interlocks
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