Customer Support Team Leader
2 weeks ago
About the Role:
This is a leadership position in the Customer Support team at Aptean. The successful candidate will be responsible for providing direction and guidance to their team members, ensuring that they have the skills and knowledge needed to deliver high-quality support to our customers.
Key Responsibilities:
- Leadership and Team Management: Direct and support team members, mentor and develop their skills, resolve conflicts, and conduct performance reviews.
- Customer Support: Provide leadership and clear direction to their teams on Customer Support policies, practices, processes, and priorities to ensure quality support delivery.
- Communication: Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through, and consistently keep commitments.
- Mentoring and Training: Act as a coach and mentor for more junior personnel, recommend improvements in Customer Support policies and procedures.
Requirements:
- Education: Bachelor's degree in a relevant field.
- Work Experience: Min 8-12 years of work experience in IT-related fields, with experience in handling teams.
- Knowledge, Skills, and Abilities: Excellent verbal and written communication skills, strong analytical problem-solving and decision-making skills, ability to work efficiently and independently, and handle difficult or sensitive situations with diplomacy and tact.
Work Environment:
This position is for 24x7 support (5 days/week) and requires working in core night shifts.
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