Lead, Platform Support Engineer

Job description

Schneider Electric is looking for a dedicated and experienced Customer Support Team Lead to join our dynamic team.

The ideal candidate will have a strong background in customer service, excellent leadership skills, and a passion for helping others.

As a Customer Support Team Lead, you will be responsible for overseeing the daily operations of the customer support team, ensuring that our customers receive the highest level of service.

You will work closely with other departments to resolve customer issues, develop and implement support strategies, and continuously improve our support processes.

Your role will also involve training and mentoring team members, monitoring performance metrics, and providing feedback to help the team achieve their goals.

The successful candidate will be a proactive problem solver with excellent communication skills and the ability to thrive in a fast-paced environment.

If you are a motivated individual with a commitment to excellence and a desire to make a positive impact, we encourage you to apply.

Responsibilities

§ Oversee daily operations of the customer support team.

§ Ensure high levels of customer satisfaction through excellent service.

§ Develop and implement support strategies and processes.

§ Train, mentor, and provide feedback to team members.

§ Monitor performance metrics and identify areas for improvement.

§ Collaborate with other departments to resolve customer issues.

§ Handle escalated customer complaints and provide solutions.

§ Maintain up-to-date knowledge of company products and services.

§ Prepare and present regular reports on team performance.

§ Foster a positive and productive team environment.

§ Ensure compliance with company policies and procedures.

§ Identify and address training needs within the team.

§ Implement and manage customer support tools and technologies.

§ Conduct regular team meetings and one-on-one sessions.

§ Develop and maintain customer support documentation.

§ Assist in the recruitment and onboarding of new team members.

§ Stay informed about industry trends and best practices.

§ Manage team schedules and workload distribution.

§ Coordinate with the quality assurance team to ensure service standards.

§ Promote a customer-centric culture within the team.

Qualifications

Requirements

§ Bachelor's degree in a related field or equivalent experience.

§ Minimum of 5 years of experience in customer support or a similar role.

§ Knowledge of Service Now to manage tickets is required.

§ Knowledge of Portfolio Management domain is a plus.

§ Proven leadership and team management skills.

§ Working experience with international teams is a must.

§ Excellent communication and interpersonal skills.

§ Strong problem-solving and conflict resolution abilities.

§ Ability to work in a fast-paced environment.

§ Proficiency in customer support software and tools.

§ Strong organizational and time management skills.

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