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¢ 1 a 1,5 millones CRC
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Publicado 22 Jun 2017 2017-6-22 22/7/2017
Tecnología: soporte-prog y web
1 Vacante
Ingeniería de Sistemas
Technical Support Manager
The Team Leader Technical Support Operations is responsible for the day-to-day supervision of a group of technical associates/engineers. This position manages technical service-related operations and ensures performance, metrics and KPIs are achieved by providing adequate coaching, motivation, and accountability. Role includes to build relationships with other teams/areas as Field Support, Account Management, Customer Service, and Logistics.
Job Description:
• Supervise engineers and/or technical support staff for one or more of the following: IT hardware; software; networking; or other designated client products
• Manage escalations and requests from customers, upper management, or client management team
• Monitor engineers and/or technical support staff to proactively identify potential problems, technical gaps, and areas of opportunity.
• Focus team members on results-oriented behaviors and activities
• Run reports, analyze trends, and assist in creating action plans that determine a solution
• Audit calls/cases to ensure quality of service is optimal.
• Deliver feedback, adapting coaching styles depending on the situation and audience
• Communicate expectations to employees and provide timely updates
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Work well under pressure and follow through on items to completion
• Start and maintain high level communication with external teams, client, customers, and peers.
Requirements:
• Experience as a supervisor/ team leader is required (at least 2 years)
• 1-year experience in Enterprise Technical Support (i.e. networking, servers, storage, datacenters, etc.)
• Strong understanding of computing technology including but not limited to hardware components, data storage, networking, operating systems, software applications.
• Sound problem solving skills with linear and logical troubleshooting skills
• Knowledge of industry standards in case and call management
• Experience with providing and receiving coaching and feedback, including a variety of coaching styles and techniques
• Proven time management and organization skills
• Outstanding customer service and support skills
• Strong written and oral communication skills, including presentation skills
• Able to work well under pressure and exhibit professional demeanor
• Willingness to work a flexible schedule
Profesional
Bachillerato universitario
Ingeniería de Sistemas
2 años de experiencia
Supervisor
1 Vacante
Requirements:
• Experience as a supervisor/ team leader is required (at least 2 years)
• 1-year experience in Enterprise Technical Support (i.e. networking, servers, storage, datacenters, etc.)
• Strong understanding of computing technology including but not limited to hardware components, data storage, networking, operating systems, software applications.
• Sound problem solving skills with linear and logical troubleshooting skills
• Knowledge of industry standards in case and call management
• Experience with providing and receiving coaching and feedback, including a variety of coaching styles and techniques
• Proven time management and organization skills
• Outstanding customer service and support skills
• Strong written and oral communication skills, including presentation skills
• Able to work well under pressure and exhibit professional demeanor
• Willingness to work a flexible schedule
Competencias para la vacante
Profesional
Supervisor
Bachillerato universitario
Otros
2 años de experiencia
Contrato Indefinido
733131
Gracias por aplicar al anuncio de empleo Tac team supervisor, en Concentrix
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