Teamleader of Remote Technicians

Náplň práce, právomoci a zodpovednosti:

The Team Leader of Remote Technicians plays a key role in leading and managing a team of remote technicians, providing essential support for customers. This position ensures efficient monitoring of production sites and high customer satisfaction within the Brightpick L1 support team.

Location
Bratislava

Type of employment
Full-time

Salary (brutto)
From € 1850/month based on seniority and experience

Core responsibilities:

• Team Leadership and Development: Lead and manage a team of L1 remote technicians, providing coaching and supporting their development. In coordination with your supervisor, oversee performance and plan shifts to ensure continuous 24/7 coverage.
• Technical Support Management: Oversee the resolution of technical issues escalated from L1 remote technicians and customers, ensuring timely and effective handling of inquiries. Provide technical support in line with agreed service level agreements (SLAs).
• Process Improvement: Identify and implement process improvements to enhance support efficiency, and collaborate with L2/L3 teams, service technicians, and other internal teams to address recurring technical issues.
• Customer Experience: Ensure high service standards across all interactions, handle escalated complaints with professionalism and empathy, and analyze customer feedback to identify trends and drive improvements.
• Collaboration and Communication: Collaborate closely with L2 support, service technicians, and other teams to ensure seamless issue escalation and resolution. Communicate effectively across departments and provide regular updates on team performance and customer issues to senior management.
• Reporting and Analysis: Monitor and analyze support metrics to assess performance and identify trends, prepare regular reports on key indicators, and use data to drive decisions and recommend process improvements.

Requirements:

• Proven leadership skills with experience in delegation, workload management, and team culture building
• Strong technical knowledge and experience with troubleshooting and resolving technical issues
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Familiarity with management information systems and databases
• Experience with remote support tools and techniques
• Strong organizational and documentation skills
• Great command of both English and Slovak language

Benefits:

• Daily breakfast in the office
• Option of working from home/hybrid work (in case the position allows it)
• Flexible work schedule (in case the position allows it)
• Sick days
• Parking for everyone, bike storage with showers and changing rooms on site at our HQ
• Rooftop terrace with nice view of Bratislava
• Dog friendly office
• Multisport Card
• Referral program

Additional benefits you can choose from after 1st year:

• Multisport Card (with company contribution)
• Contribution to a recreation stay
• Year-round healthcare access at ProCare
• Supplementary pension contribution (III pilier)
• Brain boost - budget for professional development
• Annual public transportation pass
• E-Shop voucher to buy anything you might need