18 Nov Support Team Leader
Idomoo brings together the power of video and data in order to deliver WOW moments that engage and excite customers. We call it Native Personalized Video, and there’s nothing quite like it. Our purpose-built, open Personalized Video as a Service (PVaaS™) platform removes the pain from launching dynamic video campaigns and enables brands to seamlessly launch any type of data-driven video campaign – from true 1 to 1 Personalized Videos generated in real time to engaging Dynamic Video Ad campaigns on Facebook. We’ve got it all covered.
In short: we help you humanize your brand so you can better connect with… well, humans.
About the position
We are looking for an energetic and open minded hands-on Technical Support Team leader, to join our Support team and help us deliver the best customer experience for our customers.
The Technical Support Team Leader will join and lead the team.
What will you actually be doing?
- Manage a team of Technical support engineers in 24/7 shifts.
- Act as a senior technical focal point for the support team members.
- Act as the escalation point for high-priority tickets.
- Systematically improve all performance metrics of the team, including those related to productivity, efficiency, resolution times, and customer satisfaction.
- Develop the team’s technical and soft skills, focusing on customer satisfaction.
- Monitor the team performance and KPI.
- Monitor the company production environment to meet strict KPI and the company SLA.
- Push customer tickets to resolution while keeping the customer engaged throughout the process.
- Take part in the prioritization of technical issues/bugs.
- Team player.
- High energy with “everything is possible / can do” attitude.
- Excellent communication skills in English (written and spoken).
- Fast and Self learner.
- 2+ years as Tier 3 Support / Tech Support Team lead – preferably For a SaaS company.
- The ability to write SQL queries (Mysql, AWS Athena / Aurora).
- Hands on experience with the following technologies: Elasticsearch, Nagios/Icinga2, Salesforce, Jira, Grafana. (advantage).
- Python Knowledge (significant advantage).