Support Team Lead

hace 2 semanas


Buenos Aires, Argentina Hansen Technologies A tiempo completo
About the Role

The Support Team Lead is responsible for leading a team of Support Analysts that will provide services to our global Utility CIS customers. You will be responsible for the management of relevant SLAs, adoption of application support standards and guidelines, and successful communication of Support matters to the customers as well as internal stakeholders across multiple departments. This role requires good people-management skills as it will oversee a team of analysts. The Team Lead must be comfortable supporting teams remotely as either they or their teams' primary work location could be away from the office.

About You

You are a graduate with a degree in Engineering, Information Technology, or Computer Science, or have equivalent experience in a professional environment and have an interest in the Utility industry.

  • 5+ years experience in leading teams in a global, 24X7 environment
  • Must have a technical background in software support and should be willing to roll up your sleeves and be hands-on as required.
  • Experience in a software development environment or in roles such as technical support, business analysis, project management, client on-site consulting, or other customer facing roles.
  • Flexible schedule to work with the global customer base and regional teams. 24x7 availability for Priority 1 situations.
  • Demonstrated expertise in quality customer relationships and service delivery management.
  • Proficiency in computer software such as PowerPoint, Excel, and CRM systems.
  • Ability to work from the Buenos Aires office.
  • Strong English Communication at a professional level required.
Key Responsibilities

You will be leading the application support team to ensure the staff is meeting and exceeding expectations with regard to service delivery, process adherence, staff performance, defined metrics/benchmarks, and customer satisfaction.

  • Monitor and report on SLA adherence and intervene proactively in incidents at risk of violating the SLA.
  • Champion the ongoing practical adoption of best practices across the support team.
  • Align initiatives from Support Management to improve service offerings and ensure support meets the expectations of our customers.
  • Support the requirements for the generation and adoption of all KPI to the support team.
  • Responsible for day to day leadership of local application support staff.
  • Lead the support team's technical and personnel competencies and create an environment that motivates and develops skills and retains highly rated individuals.
  • Act as an escalation point to clients and provide technical leadership and guidance to the team resolving client incidents. Includes proactive communication to the client and internal leaders.
Benefits and Perks

Enjoy a rewarding career with competitive compensation, inflation adjustments, leave entitlements, health coverage, and financial security. Work-life balance, growth, and recognition for your exceptional performance. Our team will unveil the intricacies of our benefits package during the selection process.


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