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Regional Support Team Lead (Lisburn)
Location: Lisburn
About the Role
Leading a Regional Support Team to provide an excellent customer experience across all customer’s user base, while developing and implementing customer care improvement strategies. Plan, co-ordinate and control the activities of the regional support team to maintain and enhance customer relationships and meet organizational and operational objectives.
Primary role and responsibilities
– Lead a team of staff to manage and monitor all elements of Customer Support operations proactively to ensure availability and stability of customer services
– Actively manage, plan, prioritize, and follow-up on incidents and change requests ensuring that support team efforts are focused on business priorities
– Prepare and facilitate Change Advisory Board (CAB) meetings to prioritize work together with key business stakeholders
– Manage critical incident and user communications
– Monitor and review incidents, requests and customer complaints and track resolution
– Provide accurate management information to senior management and stakeholders on SLAs and KPIs
– Provide support to 1) pre-sales team, 2) operations team, including involvement with upgrades and installs and 3) NPI team, working on product development
– Identify and address staff training and coaching needs, providing performance feedback and conducting staff appraisals as required
– Identify and implement strategies to improve quality of service, productivity and profitability
– Supporting the service transition process, onboarding new customers and new customer processes/technologies
– Involvement in Level 3 Support activities in your specialism when required
– Any other duties that may reasonably be required in line with your main duties
– Understanding of software development cycle and high level of technical ability
– Understanding of requirements in software operations including needs of customers with new installs and upgrades
– Good problem-solving abilities with creative and logical thinking
– Demonstrable commercial awareness and knowledge of business and operational environments.
– A thorough understanding of the demands of the SLA
– Good understanding of software development tools and best practice.
– Good understanding and application of quality practices as applied to software development, such as code and document review
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