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Fornova is looking for a Customer Support Team Leader to provide excellent services and support to our growing customer base. The role includes addressing complex customer issues, developing and implementing new projects, increasing customer satisfaction, loyalty and retention.
The ideal candidate will manage our enterprise Support team who needs to provide a combination of both a high level of business and technical support solutions, lead cross-team efforts to resolve outstanding issues, and have a passion for delivering an excellent customer experience.
· Serve as a DAAS support Team Leader you will master the company's unique technology and business needs of enterprise customers.
· You will demonstrate continuous delivery improvements and increased customer satisfaction by innovating and utilizing existing solutions/technologies.
· Take an active role in team building, including technical mentoring, knowledge transfer, and process optimizations.
· Lead cross team efforts to provide unique solutions and resolve customers outstanding issues.
· Leverage data and analytics in a business environment to influence strategic decisions.
· Contribute to meet the company SLAs by defining and tracking Key Performance Indicators (responsiveness, resolution, quality, etc.)
· Bachelor's degree in Industrial Engineering/ Computer Science / Information Systems or a related technical field is a must (MSC/MBA is an advantage).
· At least 3 years of proven hands-on experience in a Customer/Technical support role.
· Team management experience is preferred.
· Excellent communication and interpersonal skills with fluent English (written/spoken).
· Ability to manage and escalate critical product Issues in a multitasking pressured environment.
· Working Experience in a B2B SAAS company - Advantage.
· Working experience with scraping technology - Advantage.
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