Technical Support Team Leader

Position: Technical Support Team Leader

Company: SecureIslands

Location: Beit-Dagan

Description:

Secure islands is looking for Technical Support Team Lead to join our support group.
The technical Support Team Leader is responsible for ensuring complete customer satisfaction at all times of all external worldwide and internal customers.
Ensure a high level of technical knowledge within Customer Support team members, in order to shorten turnaround time of issues and ability of Customer Support to resolve issues independently.
Provide hands-on support and technical issue resolution via phone, Email, remote session and On-site.
Monitor and analyze the customer and IT support tickets by area and implement action plans and escalation procedures to address problematic areas.
Define and implement the procedures and policies to ensure that a high quality service is delivered to customers (both internal and external) and adherence to strict SLA’s in a 24x7x365 operational support environment.

Excellent Customer Service experience as 3rd level customer support - at least 3 years
Experience with Windows environment (AD, Exchange…)
Experience with Information Security (DLP, RMS, Encryption...) - Advantage
A passion for customer service, and a willingness to stand up for the Customer within the organization
Strong analytical skills
Focused on the outcome for the team and the company
Good people management skills and knowledge
IT skills and knowledge - advantage
Excellent oral and written English communication skills
Ability to be on call 24x7, ability to work off routine hours on occasion
Willingness to travel up to 30%
A desire to become a great people manager, a passion for technology
European passport – advantage

Contact: Jobs @ secureislands . com