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Technical Support Team Lead

2 weeks ago

Sydney, New South Wales, Australia NICE Full time

At NICE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them.

Mission

We are looking for a highly motivated Senior Customer Experience Manager to lead our technical support team in delivering world-class customer experiences. As a Senior Customer Experience Manager, you will be responsible for leading a team of skilled support engineers who work with innovative software products and provide top-notch support to businesses utilizing inContact's software products.

Main Responsibilities

  • Team Leadership: Lead a high-performing team of support delivery professionals to ensure successful issue resolution and troubleshooting support for customers ranging from SMB to Enterprise.
  • Strategic Contribution: Contribute to strategic initiatives that drive business growth and improve customer satisfaction.
  • Employee Development: Foster a culture of continuous learning and development among team members.
  • Communication: Effectively communicate with internal stakeholders, including global leadership teams, to ensure seamless support delivery.
  • Issue Resolution: Work directly with customers on escalated issues to manage expectations and drive issues to resolution.

Required Skills and Qualifications

  • Bachelor's degree in Computer Science or Business Information Systems or equivalent work experience.
  • 6+ years in a technology-related field.
  • 1+ years as a people manager with direct management of support delivery teams.
  • Demonstrated ability to effectively lead a team to deliver on Service Level Agreements.
  • Exceptional verbal and written communication, customer service, troubleshooting, and organizational skills required.