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Technical Support Team Leader
2 months ago
About Varonis
Varonis Systems is a leading provider of unstructured and semi-structured data governance software, serving the needs of organizations with vast amounts of human-generated data within their environments.
Our Mission
We aim to safeguard companies' most sensitive information from insider threats and cyber-attacks by empowering organizations to analyze, secure, manage, and migrate their unstructured data volumes.
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 services.
Key Responsibilities
- Lead and mentor a Technical Support Team to achieve exceptional customer satisfaction and quality service delivery.
- Recruit and onboard new team members, ensuring a smooth transition and effective integration into the team.
- Perform regular staff reviews, communicate new procedures, policies, and goals, and ensure adherence to company standards.
- Monitor queues and assist with daily tasks, ensuring timely and efficient delivery of customer-oriented services.
- Create and implement procedures to ensure quality, timely, and efficient delivery of customer-oriented services.
- Work effectively with other teams to increase productivity and overall client experience.
- Handle escalated issues from customers, providing prompt and effective resolutions.
- Enforce short-term and long-term plans, policies, and standards for direct staff and indirect staff executing Customer Support Services tasks.
Requirements
- Proven customer support experience with a strong focus on customer satisfaction and quality service delivery.
- At least 2 years of managerial experience in the software industry, with a proven track record of leading high-performing teams.
- 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 environment.
- 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, with the ability to motivate and inspire team members.
- Collaborative and team-oriented, with the ability to work effectively in a fast-paced environment.
- Ability to multitask and handle multiple work assignments simultaneously, with a demonstrable record of handling pressure and communicating effectively.
- BSc degree in Computer Science or a related field (an advantage).
