Team Lead , 2nd Line Support

Job Description

Job descriptionTeam Lead , 2nd Line Support IndiaAre you passionate about heading a team of experts solving the complex issues and help our Customers succeed Do you enjoy developing your team and the processes in Customer Support Then this is the next step in your career!Basware Support consists of more than 200 Support Specialists organized in 1st , 2nd and 3rd line based in 10 locations. Our unit processes more than 12 000 tickets per month , from service requests to very complex issues , requiring deep knowledge regarding Basware products and services , combined with the business process understanding.As a Team Lead , you ll lead one of our 2nd line teams in India , consisting of experienced Support Consultants , who work closely with our Customers , our Delivery Consultants , Production Teams , R&D Teams and other internal stakeholders to resolve the Cases reported by our Customers and partners. On top of that they give trainings to Customer Support Unit , review new projects before moving to production and enhance our Knowledge Base daily. To help our Customers succeed , understanding the specific impact on Customer business is always the driver which you always keep in mind.Key responsibilitiesLeading the teamImplementing Customer Services strategy for the 2nd line team in India. Ensuring appropriate resourcing as well as competence development and performance management of the team members. Providing guidance , managing the work load and assignments for the team members. Reflecting Basware values on everyday work , while keeping in mind that motivated people and their attitude plus skills are the support s core.Case and incident managementHaving the responsibility of the performance of the team , you are also responsible on your behalf in ensuring that the SLA s are met , and issues are prioritized properly. Keeping the focus on high quality : best possible technical resolution provided to the Customer and the communication always on the professional level.DevelopmentContinuously and proactively finding improvement areas : what could we do even better Liaising with other support teams and team leads to plan and implement new processes and best practices , not only restricted to support function but the company in general.Are you the oneYou have a strong background of working in Customer interface , leading highly experienced people and preferably experience in support or consulting services business. You will also have technical and troubleshooting skills and basic understanding of product development and production environments. You also have experience regarding Cloud software business.You enjoy working with various external and internal stakeholders , leading people and turning challenges into positive opportunities. You have a high motivation and desire to develop business and processes , in close co - operation with all the relevant team members. You have very strong communication skills (fluent English) and experience of working in global matrix organizations.ExperienceExperience in working on a team lead / manager roleAt least a bachelor s degree in applicable areaRelevant business / solution / industry experiences an advantageIn - depth experience of working closely with operational matters and have an ability to see the larger pictureKnowledgeDetailed knowledge of customer support best practices and basic ITIL understandingSkillsPeople leadershipVery good presentation skillsFluent English required , written and spokenAbility to motivate people in unlocking their talentDevelopment oriented , driven by ability to develop processesEntrepreneurial attitudeAbout usWorking for the global leader in networked purchase - to - pay solutions , e - invoicing and financing services you will be part of an innovative and empowering organization where putting trust in our is employees is a critical part of our culture , you will really be given the opportunity to make a difference being part of a highly motivated , capable and friendly environment working as one team to deliver world - class solutions and services to hundreds of companies globally. Flexibility in your work will give you the freedom to deliver your best. We truly live our values where our employees clearly strive for excellence , put our customers first , lead the way and inspire one another to build our Baswarean winning team.Follow Basware on : @BaswareJoin the discussion- - Basware - Basware BlogSubscribe for the latest news#LI - LB1Employment typePermanent jobWork typeFull - timeLocationChandigarh , IndiaApplication period,

Keyskills :
ommunication skills customer support knowledge base product development strong communication skills new projects troubleshooting skills performance management business process