We are seeking a dynamic and experienced individual to lead and support our technical support team. This role involves overseeing daily operations, ensuring high-quality customer support, mentoring team members, and driving process improvements. The ideal candidate will have strong technical expertise, leadership skills, and a passion for delivering excellent customer experiences
What you will do: Duties and responsibilities
Team Management & Leadership:
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Supervise and mentor the technical support team, ensuring optimal performance
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Assist in recruiting, onboarding, and training new team members
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Monitor team productivity, provide feedback, and conduct performance evaluations
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Foster a positive and collaborative team culture that encourages problem-solving and innovation
Technical Support Operations:
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Oversee day-to-day technical support activities, ensuring timely resolution of customer issues
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Act as the escalation point for complex technical issues and ensure resolution within SLA timelines
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Monitor support metrics (e.g., response times, resolution rates, customer satisfaction) and drive continuous improvement
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Collaborate with other departments to resolve technical issues and enhance service delivery
Process Improvement & Reporting:
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Identify and implement process improvements to enhance support efficiency
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Develop and maintain documentation, FAQs, and knowledge base articles
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Analyze support trends, generate reports, and provide recommendations to senior management
Customer Experience & Relationship Management:
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Ensure high levels of customer satisfaction by delivering prompt and effective support
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Implement customer feedback to refine support processes and enhance user experience.
Information Security Responsibilities
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Adhere to JCI policies, guidelines and procedures pertaining to the protection of information assets
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Adhere to JCI product security standards and guidelines for secured software product development
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The software, licenses, shall be deployed and used only in accordance with JCI licensing agreements
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Unless provided in the applicable license, notice, or agreement, copyrighted software shall not be duplicated, except for backup and archival purposes
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Any software that is acquired illegally or does not have a valid license shall not be deployed or used. Copying of third-party materials without an appropriate license is prohibited
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The employees, contractors or third-party personnel shall not copy, extract or reproduce in any way, copyrighted material from the Internet on information systems provided by organization, other than permitted by copyright law
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Implement appropriate physical and technical safeguards to protect the confidentiality, integrity and availability of information assets
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All employees, contractors and third parties shall be responsible to report all information security incidents, alerts, warnings and suspected vulnerabilities, in a timely manner, and share such information only with authorized personnel
What we are looking for:
Skills and Qualifications Required:
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Overall 8+ Years of experience with 3+ years of experience in technical/customer support, and experience in team management, with a demonstrated track record of success
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Excellent verbal and written communication skills (email writing skills)
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Strong troubleshooting and problem-solving skills
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Proficiency in Microsoft Office Excel and Power point
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Experience with Salesforce is a must
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Strong customer service know-how
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Good interpersonal and problem-solving skills
