Technical Support Team Lead

JOB SUMMARY:

• Ensures appropriate individual and team performance objectives are being met or exceeded
• Works with a sense of urgency to continually improve service levels and customer satisfaction
• Monitors and assigns tickets based on TSE workload and availability
• Work alongside Tier Manager to continuously develop the team, measure performance, and recommend improvements to management

• Manages customer escalations and ensures proper handling of customer situations.

• Act as a technical resource to the team for ongoing cases and certification exams by providing agents with the resources necessary.
• Report on prolonged cases that have not been escalated or notify management of any issue affecting multiple customers.
• Weekly status report (personal issues, problematic cases, cases retained beyond 4pp/1WebEx)

• Enforce short-term and long-term plans, policies and standards for direct staff and for indirect staff that execute Customer Support Services tasks.
• Engages in the new product development process to ensure that the Technical Support staff is properly prepared and ready to support new products and/or releases.

• At least 3 years of experience in a full hands-on Technical Support position (inside or outside of Varonis) in which you had the ability to show strong customer service and technical support best practices.
• Consistent Performance Metric of at least ‘Exceeded Expectations’ over the course of 3 quarters, particularly in categories denoting Customer Service and Procedures.
• Strong ability to identify the true need of the customer, answer directly, focus on relevant topics, and set clear expectations.
• Robust experience in problem solving in enterprise real-time IT application implementations/support functions including networks, database software such as SQL, Oracle, etc.
• Ability to multitask in an ever-changing environment with demonstrable record of handling multiple work assignments simultaneously.
• Strong ability to communicate and interact with high-level customers, sales team, internal senior management, and various technical experts.
• Direct management recommendation based on their work with you over time. The recommendation will be based in part, but not limited to, the following areas:

• Sense of urgency
• Queue awareness
• Ability to defuse sensitive customer situations
• Knowledgebase mastery – level to which you create and maintain KB articles that are in common use
• Ability to help team members with their cases and general knowledge (technical, procedures, customer service)