Technical support lead (3pl, tier 1)

Location

Home office | Brazil

Job description

Responsibilities: 

• Oversee and execute the day-to-day performance of the Support team ensuring onboarding, training, and mentoring goals are met.
• Conduct employee reviews, two-weekers and lead daily huddles.
• Ensure that the Support team is trained, educated, and follows best practices.
• Availability for escalation assistance for the 24/7 coverage team is preferred.
• Ensure that the Körber brand is being delivered to our customers consistently.
• Assist with creating and updating standard operating procedures as required.
• Support the operation and continuous improvement of the monitoring of our cloud solutions
• Other duties as required.
• Maintain detailed documentation of configurations, troubleshooting steps, and Support processes for future reference and knowledgebase articles.
• Ensure the team Meets or exceeds defined customer service satisfaction scores and meet SLAs for initial response and issue resolution.
• Ensure the team maintains clear, concise communication with customers and internal teams. Accurately document all relevant information in the ticketing system.
• Collaborate seamlessly with internal teams, external partners, and vendors. Proactively escalate tickets when necessary to ensure timely resolution.

Required: 

• BS/BA, Computer Science, MIS, or equivalent degree
• 3-5 years technical customer support experience
• 3-5 years of hands-on experience with Linux systems
• 2+ years technical team lead experience
• Proven experience in managing Oracle WebLogic Server 12c
• Knowledge of cloud infrastructure and services (AWS, Azure, Oracle Cloud Infrastructure (OCI), Google, etc.)
• Strong customer service skills and ability to multi-task
• Strong analytical, communication, and problem-solving skills
• Ability to prioritize tasks and self-manage
• Fluency in English

As a seasoned Technical and Process Leader, your expertise lies in driving excellence in technical support. Your passion revolves around elevating the customer experience, recognizing its pivotal role in today s competitive landscape.

In the realm of technical support, you efficiently lead teams through complex challenges, ensuring solutions align with broader business goals for lasting impact. Your focus extends beyond issue resolution to prioritize creating an exceptional customer journey.

You excel in fostering cross-functional collaboration, understanding that diverse talents are the catalyst for innovation and success. Your approach is rooted in effective program execution, blending vision with meticulous planning to ensure successful outcomes from concept to completion.

In essence, you re not just a technical support leader; you re dedicated to delivering customer excellence, fostering collaboration, and driving successful program outcomes. Your goal is to consistently exceed expectations.

Job tags

Salary