Job Description

JOB DESCRIPTION:
Supervisor Technical Support (CTS/TS/SPV/4026)
J o b D e s c r i p t i o n
JOB INFORMATION
/Position Title (Code):
Supervisor Technical Support (CTS/TS/SPV/4026)
Grade Min:
14
Grade Max:
17
Career Level:
Supervisor
MAIN PURPOSE OF ROLE
Summarize the main purpose of the role.
Manage the day-to-day operations of a customer service team that responds to enquiries of a technical or complex nature so that all enquires are resolved quickly and competently and in a manner which enhances the organization's customer relationships.
MAIN RESPONSIBILITIES

Plan, prioritize, and schedule the teams activities and resources to ensure continuity of service.

Ensure that customer service staff use databases or other computerized systems to maintain accurate and up-to-date customer service records.

Monitor the status of customer service activities to identify problem areas and adapt procedures to improve the overall performance of the team.

Analyze customer enquiries to identify recurring user problems, recommend solutions, and to identify areas where customer service can be improved.

Develop problem solving guidelines, checklists, or other materials to assist customer service staff to respond to enquiries that are recurring or routine.

Lead, direct, evaluate, and develop customer service staff to ensure that the teams resources are used effectively and that work schedules and targets are met.
QUALIFICATIONS
Education
Education Level
Major/Field of Study
Or
Education Level
Associates Degree (xc2xb1 13 years)
xe2x98x90
Experience/Background
Experience
Experience Details
Minimum 4 years
Licenses and Certifications
License/Certification
Language Proficiency
Language
Proficiency
Note: This job description is not to be considered an exhaustive statement of duties, responsibilities or requirements and does not limit the assignment of additional duties for this role.
The base pay for this position is N/A
In specific locations, the pay range may vary from the range posted.
JOB FAMILY: Support Services
DIVISION: CRM Cardiac Rhythm Management
LOCATION: Malaysia
Penang : Plot 102, Lebuhraya Kampong Jawa Bayan Lepas Industrial Zone 11900
ADDITIONAL LOCATIONS:
WORK SHIFT: Standard
TRAVEL: Yes, 5 % of the Time
MEDICAL SURVEILLANCE: Not Applicable
SIGNIFICANT WORK ACTIVITIES: Not Applicable