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11.10.2018
★★★★★ Technical Team Lead, ALORICA BULGARIA EOOD
Месторабота София; Постоянна работа; Пълно работно време
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Technical Team Lead
GET TO KNOW ALORICA

Are you ready to obliterate the status quo?

Gone are the days of the mundane desk job. Passion starts from within, and we’re all about crafting a great space for our colleagues.

A place where you can be yourself. Where you can work hard and play hard. Where you can get involved in the community. And a place where giving back and developing awesome people make all the difference.

Choose a future with Alorica in our brand-new site in Sofia.

JOB SUMMARY
  • Responsible for providing telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software – industry or proprietary to external customer accounts
  • Answers questions about installation, operation, configuration, customization, and usage of assigned products
  • Responsible for following defined policies & procedures
  • Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures
  • Documents problems in the support solution database for diagnostics and solution implementation
  • Supervises representatives that are support frontline agents answering customer inquiries. Establishes and maintains systems that provide solutions to customer questions and problems. Reports new or recurring problems to design departments. 
  • Ensures that the Level II/Resolution Expert representatives are properly trained when old products are upgraded or new products are released. 
  • Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Principal Accountabilities:

  • Responsible for leading the Level II/Resolution Experts to effectively support the frontline team Members
  • Collaborates with Trainer to drive identified vitality trainings for L2 and Frontline members
  • Ensures compliance of metrics and objectives established by the Partner team in areas related to Technical Support delivery and case resolutions
  • Identifies improvement opportunities based on Level I agent performance
  • Responsible for establishing and executing action plans for improving resolution and case handling effectiveness in frontline agents via the assistance of the Level II/Resolution Expert
  • Remains knowledgeable of the clients` product line, current industry products and technologies
  • Coordinates training and required communications to ensure that Level II/Resolution Expert team members are fully informed and updated on upcoming product launches and technical-related
  • Actively works to ensure the Level II/Resolution Experts are updated on all key technical resolution guides 
  • Applies knowledge of technical/ administrative skills to leverage the skills of the Level II/Resolution Expert team members

WHY JOIN ALORICA?

We Offer So Much More Than a Paycheck

· Competitive salary? Check.
· Additional health insurance (incl. dental care)? Check.
· Sports card – Multisport? Check.
· Food vouchers (value of 60 BGN)? Check.
· Transport cards? Check.

But that’s just the start–here are a few more reasons to consider Alorica.

· Career development opportunities
· Extensive training programs
· Access top notch technologies and best practices
· Excellent working environment
· Company events

KEY JOB RESPONSIBILITIES

· Fluent command of English
· 1+ years of previous experience on similar role is mandatory 
· Previous experience in technical support is an advantage
· Previous experience in client management is mandatory
· Very knowledge of MS Office (Word, Excel)
· Positive and open-minded attitude
· Very good analytical skills and detail-oriented mindset

If you are interested, please send us your CV in English.

Applications will be processed in strict confidentiality.

Only short-listed candidates will be contacted.

Personal data of the applicants will be processed in strict confidentiality by Alorica Bulgaria EOOD solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.


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