Customer Support Team Leader

ראש העין |
5-6 שנים |
משרה מלאה
| 07/05/2021
תיאור משרה

• Provide Tier 1-3 level support including reproduction and documentation of system events.
• Onsite and Remote installation Worldwide
• Ability to diagnose, troubleshoot, and resolve issues by providing root cause analysis to the customer.
• Perform onsite customer training during initial installation and ongoing as required.
• Collaborate with customers to engineer effective solutions incorporating our products.
• Collaborate with the Pre-Sales and Sales Team as needed to educate as well as getting customer needs/requirements.
• Monitor all assign cases for customer support and update all activities on company tracking system.
• Documents service and installation actions by completing forms, reports, logs, and records.
• Managing the day-to-day activities of the team.
• Motivating the team to achieve organizational goals.
• Developing and implementing a timeline to achieve targets.
• Delegating tasks to team members.
• Conducting training of team members to maximize their potential.
• Creating a pleasant working environment that inspires the team.

דרישות התפקיד

• 3 to 5 years’ experience within working in IT or OT Infrastructures – Networking Fundamentals, Traffic capture and analysis, IT or OT Network Protocols, Security, Scripts, Batch files.
• Advance level - Windows and Linux environment mastering includes OS installation, system modification and debug.
• 3 to 5 years of experience as a Technical Support Engineer or similar role.
• Minimum of 3 years’ experience as Team Leader.
• Proven troubleshooting capabilities of software and hardware issues.
• Great customer interpersonal and communication skills.
• Availability for frequent traveling – approx. 40% of the time when applicable.
• Experience with multidisciplinary systems.
• On-the-job training.
• Excellent communication skills.
• Confidence and skillful negotiating skills.
• Strong organizational skills to give the team direction.
• Excellent English skills both in speaking and writing
• Proven experience with managing teams remotely
• Proven experience with CRM tool - Salesforce