CX Solutions
Customer Experience Solutions
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Company Overview:
CX Technology Solutions is a leading technology solutions provider dedicated to delivering outstanding customer experiences in technology support. We are currently seeking a highly skilled Technical Support, Team Lead to join our team based in Serbia. Our ideal candidate is an enthusiastic technical support specialist and problem-solver equipped with strong technical knowledge and the ability to communicate effectively with customers and team members alike.
Role Summary:
As a Technical Support Team Lead you will resolve complex client issues, providing high-level technical support, and contributing to our client’s and team’s overall success. You will work closely with both customers and internal teams to ensure prompt resolution of technical problems, enhancing customer satisfaction and loyalty.
Key Responsibilities:
- Provide coaching support to Tier 2 Technical Support Specialists to develop and improve performance and deliver on role expectations
- Provide advanced technical support for customers facing complex issues, via phone, email, or chat.
- Diagnose and resolve technical problems related to software, hardware, and networking.
- Collaborate with other departments, internal and external, to ensure a cohesive response to customer inquiries.
- Document and escalate issues to higher-level technical teams as necessary.
- Keep accurate records of all interactions, transactions, and actions taken to resolve customer issues.
- Stay updated with new product launches, software updates, and technology trends to better support clients.
- Contribute to continuous improvement initiatives within the technical department.
Work Hours & Benefits:
- Full-time position, Monday to Friday, flexible shifts between 8:00 am to 6:00 pm Europe Local Time.
- Competitive salary and benefits such as gym membership and on-site cafe
- Opportunities for professional growth and career development.
Requirements:
- Minimum 1 year team lead experience with responsibility for coaching and development
- Minimum of 3 years of experience in a technology or help desk support role.
- Diploma in Computer Science or related field preferred.
- Excellent command of English and German languages, both written and verbal.
- Exceptional problem-solving skills and technical proficiency.
- Highly developed soft skills, including teamwork, adaptability, and communication.
- Ability to work effectively in a fast-paced, customer-focused environment.
Location:
This is an on-site position based in Niš, Serbia.
No moving accommodation will be provided.
Application Deadline: Friday, November 1, 2024
Education:
- Certifications in relevant technical areas are a plus
- Bachelor’s degree in Information Technology or related field
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