Customer Support Team Leader

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Nuvoola AI

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Description

• Ensure that customer issues are resolved effectively while maintaining a high level of customer satisfaction. • Contribute to the creation of a successful team by coaching, coaching and guiding team members on support procedures, best practices, and work processes. • Lead incident resolution as well as incident management. • Lead Problem Management sessions to continuously improve customer service. • Constantly review our technical solution monitoring and provide input into what/where we should adjust to proactively prevent customer experience degradation. • Help with quality assurance of service. • Collaborate with sales, product, development, marketing, and strategic solutions teams to enhance the customer experience through improved workflows and product feature requests. • Help improve communication with colleagues and clients by identifying missing articles and content for troubleshooting, creating internal documentation, and providing suggestions and helping to improve the technical knowledge base as well as the quality of responses support. • Communicate observations on changes and trends in management, quality assurance and product development.

Requirements

• Exceptional communication and customer contact skills (English and French). • Professional experience of at least 2 years equivalent in a role of team leader in customer care. • Hands on experience with tools such are Jira Service Management or ServiceNow. • Flexible working hours as our customer use our solutions 7x24. • Significant experience in customer support services. • Great ability to manage multiple priorities in a constantly changing environment. • Knowledge of the technology product development sector. • The ability to communicate at all levels (from employees to “C” level managers). • Great presentation skills, commands professional respect when entering a room (he / she represents the image of Nuvoola AI). • Dynamic, positive, positive attitude.

Benefits

• Stimulating work environment and state-of-the-art projects. • Professional development and continuing education with access to international conferences. • Benefits after 3 months in position providing excellent coverage. • Open work environment and sophisticated work equipment.