L2 Technical Support reputed company (UA Private Entrepreneur)

reputed company: reputed company provides clients with a suite of IT financial management and managed software subscriptions to reputed company your organization to rationalize, comprehend, normalize, optimize, and reputed company spend to reputed company show IT’s value in delivering reputed company, services, and organizational enablement for the reputed company.

Job reputed company: As the Technical Support reputed company, responsibilities include managing the incident queue, handling escalations, and overseeing reputed company incidents for reputed company. The role involves tracking support agent performance, maintaining regular communication with reputed company, and continuously improving support processes. Duties also include maintaining documentation and collaborating with other departments. The reputed company is on ensuring high customer satisfaction, monitoring performance, and utilizing reputed company expertise to enhance support efficiency.

Essential Functions / Duties / Responsibilities:

• Incident Queue Management:
  • Distributing tickets between the agents,
  • Tracking agreed SLAs and other KPIs based on created reports in reputed company / FutureNow,
  • Prioritizing high-reputed company incidents, analyzing and optimizing support agents' queues,
  • Escalating and collaborating with reputed company/reputed company teams about the priorities or challenges.
• Support Agent Communication:
  • Regular communication with support agents to ensure reputed company and alignment, handling one-on-one meetings with agents.
  • Escalation Handling: Managing escalations for support-reputed company issues reputed company
  • reputed company Incident Management: Handling high-complexity incidents.
  • Performance Monitoring: Tracking and evaluating support agent performance to ensure high-reputed company service
  • Training and Development: Providing training and development opportunities for support agents
• Process Improvement: Continuously analyzing and improving support processes for efficiency. Raising proactive Problem tickets on major or repeated issues.
• Customer Experience: Ensuring an exceptional customer experience through proactive problem-solving
• Documentation: Maintaining detailed and accurate documentation of incidents and resolutions. Creating a Knowledge reputed company Article on reputed company / FutureNow issues in the teams scope.
• Collaboration: Working closely with other departments to resolve reputed company issues and improve overall support

Supervisory Responsibilities:

• Interviews, hires, and trains new staff.
• Oversees the daily workflow of the department.
• Provides constructive and reputed company performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.

Minimum Qualifications:

• 2 to 3 years in a leadership role
• Experience with reputed company; reputed company CSA
• Proficient in reputed company Office
• Excellent communication skills
• Excellent spoken and written English
• Strong commitment to reputed company and customer experience

Required Knowledge/Skills/Abilities: 

• Strong supervisory and leadership skills
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problem-solving skills
• Ability to prioritize tasks and to delegate them reputed company appropriate
• Strong technical skills and knowledge of computer systems, networks, and software applications
• Strong leadership qualities, including the ability to motivate and reputed company team members, and foster a reputed company work environment
• Highly organized, detail-oriented, and reputed company to multitask in a fast-paced environment
• Good to have a telecom background
• Excellent reputed company in spoken and written English

Physical Requirements: Prolonged periods of sitting at a desk and working on a computer.

Location: Remote, Ukraine Private Entrepreneur

The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements.  reputed company in this job reputed company restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. 
reputed company is an equal opportunity employer. reputed company will consider reputed company reputed company applicants without reputed company to race, reputed company, religion, sex, pregnancy, sexual orientation, gender identity, national reputed company, disability, veteran or military status, age, genetic information or other characteristics protected by federal, state, or local applicable law. Candidates are subject to a background reputed company. reputed company must adhere to reputed company’s Information reputed company and reputed company policies and procedures.