Role : The Technical Support Team Lead will manage a team that will be responsible for resolving customer issues and assuming ownership of the problem until a resolution is achieved.
It may be necessary to work with other departments such as Customer Account Management, IT, Technical Support Tier 1, and Developers to find an appropriate resolution.
Other responsibilities include handling escalations, technical content for knowledge base article, support training content as well as special projects related to the continued planning of the future support model.
Ability to adapt to a dynamic and changing support environment, contributing innovative ideas and creative thinking to aid the development of our team is a must.
An ideal candidate must also want to be an agent of change and positive influence toward building the Tech Support Tier 2 team at Tesla.
This position may provide after-hours support.Responsibilities : Supervise a high-profile, engineer level support delivery team to provide effective solutions, meet deadlines and quotas, and ensure SLAs are met on time with precision and quality performanceMaintain in-depth technical knowledge of company products, complex databases, and high-level technical processesAbility to multitask technical responsibilities with other ongoing projectsEnsure coverage of phone and ticketing queues where agent responsibilities include analyzing, diagnosing, and troubleshooting field service issuesContinuously evaluate day-to-day performance of direct reports for accuracy, process adherence, and complianceFormulate performance improvement plans and make termination decisions as necessaryConduct interviews, hire, and train new employeesMentor, evaluate, and develop direct reportsProvide guidance for employees on policies and proceduresOwn end-user escalations and see them through until resolution is achievedClosely interact with higher level support teams and other technical leaders to share knowledge and establish interdepartmental processesCreate new knowledge base articles and update them as processes evolveAssess and refine the technical support staff experience to maximize efficiency while maintaining a high level of positive motivationOther tasks as assignedRequirements : Previous leadership experience in a customer service industry preferredPrevious experience in a technical roleAbility to work with steady composure while under pressure in a deadline driven environmentExceptional written and oral communication skillsAbility to write queries in SQL is good to haveAbility to coach and cultivate a successful teamEstablish and maintain an encouraging and cooperative working environmentEffectively handle multiple priorities, organize workload, and meet deadlinesFlexible schedule and availability for assisting teamLead by emanating positivity and accountabilityJob CategorySales & Customer SupportLocationAmsterdam, North HollandReq. ID68636Job TypeFull-time