Technical Support Supervisor

For our international client, based in the Amsterdam region, we are currently looking for a Technical Support Supervisor to join their European team.

Job Profile       

The Technical Support Supervisor provides first line management of Post Sales Tier I and Tier II technical support to customers.  They delegate Technical Assistance Center department procedures and develop and evaluate personnel to ensure the efficient operation of the function.

Responsibilities of the Technical Support Supervisor will include but not be limited to:

• Manage a team of 10 to 15 Tier I and II Technical Support Representatives in their day to day tasks.
• Lead the development and implementation of best practises, technology and solutions in order to achieve operation excellence and customer support availability 24/5.
• Identify and resolve system and procedural problems by networking with other departments worldwide, participating on task forces and recommending policy changes.
• Keep track of attendance, daily statistics, paid time off, sick time etc.
• Recruit new staff and schedule existing staff to meet service level objectives.
• Develop contests, awards and themes that increase agent’s loyalty and focus.
• Produce a monthly “status report” outlining your team’s performance and growth.
• Attend monthly meetings with other departments as needed to review call centre operations.
• Produce performance reviews as established by the Post Sales Support.
• Create effective channels of agent feedback.
• Perform other duties as required.

  

Candidate Profile

• MUST possess excellent communicative skills in English (verbally and written). Additional languages are an advantage.
• MUST HAVE a minimum of 3 years of related experience in a high volume customer support environment with AT LEAST 2 years of supervisor experience.
• Must have the ability to supervise in a technical support environment with customer focus and interact with worldwide departments.
• Demonstrated advanced technical support experience.
• Must have strong leadership, team building, project management technical and interpersonal skills.
• Excellent diagnostic and problem solving skills.
• Ability to work independently and as a part of a team.
• Ability to effectively prioritize their workload and be able to multitask.
• Knowledge of MS Office applications is a must.