We are looking for a Team Leader for the Customer Support team. As a key player, you will lead and inspire a team to provide exceptional service. Our client - specializes in providing enterprise mobility software solutions. They offer a platform designed to enhance sales productivity and empower teams with intelligent content management and automation tools. Software focuses on improving customer engagement, sales effectiveness, and overall organizational efficiency through mobile-first capabilities.

Вимоги:
➖Working knowledge of Microsoft and Apple applications, common web browsers, and mobile devices
➖Curious-minded individuals are those who are not afraid to explore or try things on their own.
➖At least 2-3 years of Support or troubleshooting experience.
➖Confidence in making decisions, but also knowing when to ask management.
➖Prior experience with troubleshooting and customer service would be required.
➖Ability to work collaboratively and effectively as part of a dynamic team.
➖Ability to maintain a positive influence on the team, even in difficult or personally frustrating situations.
➖Calm under pressure or strenuous volume situations.
➖Skilled at de-escalating frustrated customers and reducing requests to speak with management.

Обов'язки:
✔️Provide product support for the application platforms by answering questions from internal and external customers
✔️Document, reproduce, and find creative solutions for customer-reported issues
✔️Develop a high degree of proficiency in the application platforms and maintain that proficiency through continuous learning
✔️Partner with other departments to meet customer needs and goals
✔️Be able to work on cases independently, only escalating or relying on the team for complex issues.
✔️Act as a mentor for all Associate CSRs, paying close attention to Slack to help answer any questions.
✔️Start to take on small projects that align with the current Support initiatives
✔️Actively contribute to the Knowledge Base.
✔️Take and pass the Knowledge Base publisher’s tesеs
✔️Expected to write 1 new article a week, or edit 3 existing articles.

Умови праці:
➖Remote work
➖The probation period: two months
➖Working shifts - Monday - Friday (30 minute break):
1 shift - 3:00 PM - 11:30 PM, 2nd shift - 5:00 PM - 1:30 AM, 3rd shift 8:30 PM - 5:00 AM (Ukraine time zone)
1 shift - 7:00 AM - 3:30 PM, 2nd shift - 9:00 AM - 5:30 PM, 3rd shift 12:30 PM - 9:00 PM (Colombia time zone)