Website Vianet Communication Ltd.
Support Team Lead
Qualification: Bachelors in IT or Engineering
Experience: Experience in customer service, support role is mandatory. Proven experience of network support as well.
Contract of Employment: Full-time
Job Location: Head Office- Jawalakhel
Skills and Knowledge:
- Able to build effective working relationships with a variety of people at all levels
- Conflict resolution skills
- Tactful and diplomatic
- Creative/solution focused
- Customer focused
- Passion for care, curious to listen and empathetic in nature.
- Active Communicator
- Enthusiastic and Problem Solver
- Ability to work as part of a team to achieve individual and team results
Job Duties & Responsibilities:
- Mentor a team of 12 agents.
- Ensure that all customer inquiries and issues are logged and solved correctly and in a prompt and professional manner.
- Follow up task escalated by team and Supervisors
- Talk to the customer, when fellow team member needs immediate assistance.
- Act as a mentor and provide oversight, coaching, and training to technical support agents.
- Monitor call queues, agent’s queue time, and agent’s daily throughput.
- Conduct periodic knowledge sharing sessions to reduce errors to improve efficiency.
- Handle escalated issues by utilizing problem solving skills and communication skills to effectively resolve more than 95% of customer inquiries in a timely manner.
- Coach and train support personnel in processing inbound calls from customers while maintaining a high-level of customer satisfaction and exceeding department goals during peak call volumes.
- Resolve and provide guidance to agents for escalated technical issues
- Participate in team meetings for escalated issues to provide faster resolution
- Conduct team huddle on weekly basis
- Record and track team SLAs and workflows
- On-board new technical support team members
- Work to create any relevant support material for the team
- Review all technical support related processes and documentation for continuous improvement
Application Deadline: 2023-07-31