Customer Support Team Leader ( with French & English)

Short company description

EVERIENCE Romania is present in Timisoara since 2013 and received in 2019 the 1st prize for High Tech companies on the local market.

Our main activities:

Applications Functional Support (40%): Providing user support for standard applications such as SAP, Oracle, Salesforce, Cegid and for client-specific applications

IT Service Desk (40%): Providing Premium experience in IT support for 250 000 users of Windows, Windows 10, Office and Office 365

BPO (20%): Externalization of business processes, back-office activities within our specialization

Join and grow with EVERIENCE!
Choose a job that makes sense among our current opportunities.

Requirements

Job purpose and context
The successful candidate will be the team leader of our Customer support team dedicated to one of our key accounts

-Coordinate the team who will provide first line IT technical support via phone and e-mails,
-Participates in weekly technical meetings,
Prepare schedules tailored to requirements,
-Analyzes team activity (statistics and performances) and makes recommendations for improvement,
-Analyzes recurrent incidents and identifies problems, contributes to managing service levels,
-Prepares and presents the reporting, and other deliverables,
-Validates compliance with procedures and solution guides by the team,
Validates the adequacy of delivered service rendered and end-users perception.

Responsibilities

Spoken languages: fluent French and English
At least 3 years’ service desk and customer care experience with at least 1 year of management experience as a team leader or a team leader back-up in a customer department, in the supervision of Service Desk service,
Capacity to lead, motivate, support and train the technicians,
Capacity to analyze, anticipate and propose qualitative and quantitative improvements,
Well groomed, customer-orientation, team spirit,
Conscientiousness, rigor, control and organizational skills