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Technical Support Team Leader
2 months ago
About Varonis
Varonis is a leading provider of unstructured and semi-structured data governance software, serving the world's most sensitive information from insider threats and cyber-attacks. Our mission is to protect companies' most valuable assets by analyzing, securing, managing, and migrating their vast volumes of unstructured data.
Job Summary
We are seeking an experienced Technical Support Team Leader to join our growing team of support professionals. As a Technical Support Team Leader, you will be responsible for leading a team of technical support specialists, providing exceptional customer service, and ensuring the highest level of quality and efficiency in our support operations.
Key Responsibilities
- Lead and mentor a team of technical support specialists to deliver exceptional customer service and support.
- Recruit, onboard, and train new team members to ensure a smooth transition and high-quality support.
- Perform regular staff reviews, communicate new procedures, policies, and goals to ensure team alignment and success.
- Monitor support queues, assist with daily tasks, and create procedures to ensure timely and efficient delivery of customer-oriented services.
- Collaborate with other teams to increase productivity and overall client experience.
- Handle escalated issues from customers and ensure prompt resolution.
- Develop and enforce short-term and long-term plans, policies, and standards for direct and indirect staff to ensure high-quality customer support.
Requirements
- Proven customer support experience with a minimum of 2 years of managerial experience in the software industry.
- At least 3 years of experience in a full hands-on technical support position, demonstrating strong customer service and technical support best practices.
- Practical experience in a global B2B enterprise company, with familiarity with CRM systems and practices.
- Robust experience in problem-solving in enterprise real-time IT application implementations/support functions, including network database software, Microsoft on-prem and cloud offerings.
- Excellent communication skills (written and verbal) with a strong customer focus, strong leadership skills, and a collaborative team-oriented approach.
- Ability to multitask in an ever-changing environment, with a demonstrable record of handling multiple work assignments simultaneously.
- Think quickly under pressure and communicate effectively.
- BSc degree in Computer Science or a related field (an advantage).
