Support Team Leader
The Access Group
- Kuala Lumpur
- Permanent
- Full-time
- Mentor and coach Support Consultants to provide customers with exceptional Help Desk support; including prioritising assigned workflow, monitoring and resolving issues and incidents, and ensuring accurate and timely documentation of all requests and outstanding issues
- Ensure that customers experience exceptional service levels by proactively liaising with other internal departments to solve problems and provide seamless support
- Assist with escalations and incidents, along with the Support Manager, effectively as appropriate, liaising confidently with customers to clarify details and enable accurate problem definition
- Contribute to product direction by proactive feedback of software defects and/or enhancement requests to the Software Development teams, communicating business consequences of defects and participating in product functionality testing as required
- Maintain appropriate systems, accounts and registers to ensure data is quality and accurate and updated in a timely and accurate manner based calls to and responses from clients
- Develop and maintain close working relationships with other key internal stakeholders
- Ensure the quality of Support meets our high Customer Service standards by delivering against and exceeding team performance, SLA's and other KPI's
- Take initiative and support continuous improvement of our customers experience by proactively identifying and researching potential challenges and devising solutions
- Represent Access at customer meetings and presenting a positive professional image.
- Managed a team to achieve departmental goals and objectives, providing guidance, mentorship, and support to ensure team success solid experience of service delivery, ensuring customer needs are identified and the expected outcomes delivered
- You are a role model for best practice and actively promote it. You deliver value to the business, effectively, efficiently and to a high standard.
- You are flexible and pragmatic with an ability to self-plan and respond to shifting priorities with a strong delivery focus.
- Ability to grasp new contexts, think beyond traditional solutions and challenge the status quo.
- A strong communicator, confident, clear and warm with a flexible and constructive approach to customers and to the team alike.
- You work at pace, are goal orientated and have a strong delivery focus.
- A Competitive Salary
- Giving Back/Charity days
- Quarterly Socials