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?

**IDEX is an Equal Opportunity Employer and Affirmative Action Employer.** IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws (Minorities/Females/Protected Veterans/Disabled).

**Job Family**: Engineering