Job Description

Responsibilities \xe2\x80\xa2 Recruit, train and develop new team members, and provide continuous on-the-job training, mentoring of team members \xe2\x80\xa2 Monitor the ongoing operation of the support team and ensure adherence to process and quality measures. \xe2\x80\xa2 Accountable for the team achievement of SLA targets, Customer Satisfaction, and other operational metrics. \xe2\x80\xa2 Responsibility of improvement Efficiency and Effectiveness included automation and reducing a cost per ticket \xe2\x80\xa2 Works with Regional Support Managers to develop and implement support processes, procedures \xe2\x80\xa2 and metrics according to business needs and best practice \xe2\x80\xa2 Responsibility as point of escalation for complex customer support matters, while keeping the Customer at the forefront of all requests and advocate for the Customer\xe2\x80\x99s needs at all times \xe2\x80\xa2 Coordinate closely with other support managers globally on rota management and process alignment. \xe2\x80\xa2 Occasionally required to work after regular hours and or specific shifts, in line with the global business needs Requirements \xe2\x80\xa2 3+ years of experience in managing Customer Support team of no less than 5 agents for a technology company \xe2\x80\xa2 Technical background with 3+ years of experience in Technical/Application Support area. \xe2\x80\xa2 Experience enforcing, monitoring and reporting on support \xe2\x80\xa2 Mentoring and developing team skills and knowledge. Fosters a strong, positive culture that promotes ethical practices and is values based \xe2\x80\xa2 Resourceful and a great problem solver, with ability to quickly acquire detailed technical knowledge of company\xe2\x80\x99s technology \xe2\x80\xa2 Required on occasion to work outside standard working hours
ABOUT SYNOPSIS Synopsis is a recruitment platform specialized in Information Technology founded in 2020. We specialize in all aspects of technology hiring with a team of members who have built extensive networks across the banking, financial services, technology and commercial sectors. The technology used in our platform helps candidates to have better visibility and control over their application and personal information. This enables candidates to customize their profile to best portray their technical skills. Our interactive platform allows employers to assess candidates\xe2\x80\x99 profiles to analyze their skill and experience in a very time and cost-effective manner. Employers will now have access to the candidate\xe2\x80\x99s key information before hiring them. What makes us unique from the other recruitment firms and job portals is every candidate in our page has been pre-screened, pre-accessed and interviewed prior to publishing them on our platform.
Bachelor\'s or Equivalent