This work as a career listing is about vHive in Herzliya, Tel Aviv District, Israel 2022 exclusively on jobsrytr.com

Our Operations Team is growing and it’s now time for our Support Team to find a leader, someone who can work with the team to offer our customers excellent customer service.

As vHive’s Head of Customer support you will be accountable for all aspects of the day-to-day operation of the customer support staff ensuring the team provides all customers with an efficient, professional high quality support service in accordance with the Service Level Agreements

Job Description

Day-to day management of Technical Support team located remotely in different time zones around the world (shift coordination, personal development, technical training and general people management related duties)
Lead individuals effectively. Mentor and develop Analysts within the team, enabling them to pro-actively and effectively resolve technical faults and queries
Ensure service activity and performance is managed effectively to deliver against agreed KPIs & SLAs
Develop, manage, and maintain the vHive’s online support system, including ticketing, Knowledgebase articles and support documentation
Identify, and provide input on recurring, systemic, or high complexity issues and share that information with other technical teams when relevant
Define, implement, manage and monitor customer and technical support processes and procedures on a regular basis and in particular:
Produce weekly and monthly summary management reports on technical support tickets
Ensure that the incoming support requests are monitored and actioned effectively
Review all team members performance on a regular basis and offer guidance and advice where necessary
Ensure the workload is evenly distributed amongst the team
Ensure the team provides effective correct and prompt resolutions

Requirements:

Minimum of 3 years in a global customer-facing technical support and/or customer service management role
Customer driven, proactively seeking to exceed customer expectations
A strong focus on quality and solution driven
Effective handling of customer complaints
Experience in developing and leading team members across the globe with excellent interpersonal and communication skills
The ability to train staff and provide meaningful feedback

Additional Desirable Qualifications

Excellent English Language skills
Good French Language skills is an advantage
Experience with Drones, photogrammetry and CAD

Company: vHive

Vacancy Type: Full Time

Job Location: Herzliya, Tel Aviv District, Israel

Application Deadline: N/A

Apply Here

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