Are you looking to move your career in IT service delivery and team management but need that first step? Do you want the opportunity to support a team to deliver exceptional customer service? Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations. Due to expansion, we are hiring a shift leader who will help manage our support colleagues to solve technical and non-technical support requests. As a shift leader at Tek Experts you will have a strategic role to ensure exceptional customer service is delivered through your team of Incident Managers. You will build and manage an end-to-end service operations team of 20-30 passionate professionals and be responsible for ensuring we have the right resource for the cases in hand. Acting as an escalation point, you’ll be a key point of contact for premier customers or those with the most serious incidents, delivery teams and team management.

What we’re looking for

Dynamic, passionate and proven people who want to make a positive difference with the people they work with and customers we support. You will have the ability to thrive in a fast-paced and challenging environment where everyone is empowered and committed to delivering the best in industry customer experience. Fluency in English (written and spoken) is a given, as is a ‘can do’ attitude and a thirst to learn and develop professional and soft skills.

Duties and responsibilities

• Case Distribution – timely and balanced work distribution between teams and individuals 
• Comms Review & Crit365 Mail Flow – reviewing customer-facing communication and responses 
• Handover preparation – assuring timely and smooth warm handover of all cases to the next representative and if at the end of the shift, the next Tek Experts location. 
• Managing all internal and external chat/whiteboard content 
• Process adherence andreporting 
• Product Group Engagement Assurance - visibility over all cases without active engagement 
• Capacity Dashboard – maintain correct capacity of current and planned shifts 
• Shift Report – End of day shift recap with corrective actions taken on identified deficiencies

Competences

• Fluency in English- both written and spoken to B2 Level 
• Minimum 1 years work-related experience in customer-relationships position or similar 
• Exposure and interest in technical support 
• Basic knowledge in IT, fast learner in IT knowledge or software system 
• You will be analytical and have an interest in troubleshooting and problem research; collaborating with other engineers as necessary.

Why Tek Experts?

We at Tek Experts, believe in our team and we want you to be part of us. That means we provide ongoing support for your development and give you exposure to the newest technologies and working environments. We’re a modern, challenging and fast growing, business because of the success of our people. They are smart, curious, client-oriented and results-driven.
 

My Career. My Future. My Tek Experts.

Tek Experts is an equal opportunity employer. We do not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items.
 

Start fulfilling your dreams

If you think you have what it takes to make a difference and want to work for a company that can offer you unlimited potential then apply for this position now and tell us more about what you can bring to our business. You can also check out our other jobs.