Overall Responsibilities:
Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals.
Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.
Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer oriented services.
Working effectively with other teams implementing strategies to increase profitability, productivity and overall client experience.
Auditing customer accounts to ensure accuracy of information.
Handling escalated issues from customers.
Required Skills:
Minimum Qualifications Bachelor Degree or College Diploma & 8-10 year of experience in a relevant field preferred
Previous experience in a leadership or management role, preferably in the Internet sector.
Excellent communication skills with a strong customer focus
Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels
Dynamic, energetic, motivated, positive outlook
Experience with inspecting, analyzing and organizing data feed (CSV, TSV, XML, JSON) formats
Experience of communication with external clients - writing impactful emails, publishing documentation.
Be able to context-switch and manage multiple integration tasks in parallel across various implementation stages.