Ta Lead

**Summary**

**Environment**

Toptech is a highly fluid and fast paced work environment where people are expected to be flexible and have a willingness to adapt to changing priorities. Toptech team members work in a comfortable, casual, primarily remote environment. Toptech requires a global mindset and encourages each person to think outside the box to come up with solutions.

**Essential Duties and Responsibilities**: Other duties may be assigned
- Oversee the day-to-day operations of the Technical Support Team
- Act as a senior agent who will drive customer satisfaction through customer support
- Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions
- Act as a mentor and provide oversight, coaching, and training to technical support staff
- Be the point of contact when it comes to technical escalations
- Record and track team SLAs (Service Level Agreements) and workflows
- Provide support where needed for both internal and external customers, including after hour support
- Clearly communicate escalated issues via daily management meetings and report to Defect Manager
- Manage and report on all incoming technical support inquiries
- On-board all new technical support team members
- Assist in the creation of the team KPIs as well as monitor and report on results
- Be actively involved with the operational delivery and QA if required for new product and feature releases
- Travel globally to on-site projects
- Monitor team performance and report on metrics
- Create and review working hours for Support Billing
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
- Work to create any relevant support material for the team
- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
- Implement any necessary preventive measures to reduce customer faults and issues
- Review all technical support related processes and documentation for continuous improvement.

**Requirements**:

- Proven people management and leadership skills
- Excellent communicator, both oral and written
- Strong problem solving and communication skills
- Love being the first line of support and troubleshooting issues
- Strong analytical skills to investigate and resolve customer support tickets
- Able to multi-task efficiently under time pressure
- Previous experience in managing customer focused teams
- Proven experience in managing a service and support focused team culture
- Five years plus experience in a Technical Support role

**Education and/or Experience**: Associates or Bachelor degree in Information Technology or a related field, or equivalent experience

**Benefits**: There are several great benefits to working with Toptech Systems NV
- Company car and fuel card
- Meal vouchers of 8€ per working day
- Eco vouchers
- DKV health insurance for the employee and their family
- Pension insurance
- Internet
- Mobile phone and subscription
- Laptop
- 32 vacation days per year, plus 1 additional vacation day every 5 working years
- Evening and weekend overtime paid when on-duty

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

**Job Family**: Engineering