Customer Support Team Leader in vHive Herzliya, Tel Aviv District, Israel

Website vHive

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Our Operations Team is growing and it’s now time for our Support Team to find a leader, someone who can work with the team to offer our customers excellent customer service.

As vHive’s Head of Customer support you will be accountable for all aspects of the day-to-day operation of the customer support staff ensuring the team provides all customers with an efficient, professional high quality support service in accordance with the Service Level Agreements

Job Description

  • Day-to day management of Technical Support team located remotely in different time zones around the world (shift coordination, personal development, technical training and general people management related duties)
  • Lead individuals effectively. Mentor and develop Analysts within the team, enabling them to pro-actively and effectively resolve technical faults and queries
  • Ensure service activity and performance is managed effectively to deliver against agreed KPIs & SLAs
  • Develop, manage, and maintain the vHive’s online support system, including ticketing, Knowledgebase articles and support documentation
  • Identify, and provide input on recurring, systemic, or high complexity issues and share that information with other technical teams when relevant
  • Define, implement, manage and monitor customer and technical support processes and procedures on a regular basis and in particular:
  • Produce weekly and monthly summary management reports on technical support tickets
  • Ensure that the incoming support requests are monitored and actioned effectively
  • Review all team members performance on a regular basis and offer guidance and advice where necessary
  • Ensure the workload is evenly distributed amongst the team
  • Ensure the team provides effective correct and prompt resolutions

Requirements:

  • Minimum of 3 years in a global customer-facing technical support and/or customer service management role
  • Customer driven, proactively seeking to exceed customer expectations
  • A strong focus on quality and solution driven
  • Effective handling of customer complaints
  • Experience in developing and leading team members across the globe with excellent interpersonal and communication skills
  • The ability to train staff and provide meaningful feedback

Additional Desirable Qualifications

  • Excellent English Language skills
  • Good French Language skills is an advantage
  • Experience with Drones, photogrammetry and CAD

Company: vHive

Vacancy Type: Full Time 

Job Location: Herzliya, Tel Aviv District, Israel

Application Deadline: N/A

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