SoftwareONE is a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. With an IP and technology-driven services portfolio, it enables companies to holistically develop and implement their commercial, technology and digital transformation strategies. This is achieved by modernizing applications and migrating critical workloads to public clouds, while simultaneously managing and optimizing the related software and cloud assets and licenses. SoftwareONE’s offerings are connected by PyraCloud, its proprietary digital platform, which provides customers with data-driven, actionable intelligence. With around 7,700 employees and sales and service delivery capabilities in 90 countries, SoftwareONE provides around 65,000 business customers with software and cloud solutions from over 7,500 publishers. SoftwareONE’s shares (SWON) are listed on SIX Swiss Exchange.
The role:
As the Service Desk Team Lead, you will be responsible for the overall day-to-day management of our Service Desk and inbound support requests, providing excellent customer service. You will lead and develop team members across the globe, supporting multiple languages, in providing first-line ticket management across SoftwareONE’s global service portfolio.
As the first point of contact for our customers, the Service Desk provides the initial impression of SoftwareONE in their support journey. Our Service Desk Associates deliver inbound, triage, and routing support to ensure our customer’s tickets are ready for success by defined support groups. SoftwareONE offers services across several technologies, and the Service Desk will assist our customers where a documented standard operating procedure exists.
Oversee daily operations of the Service Desk to ensure proper staffing, training, and communication are in place.
Analyze incoming tickets via phone, chat, email, or portal, oversee team queues, and ensure service exceeds agreed service levels.
Works with other support teams to promote excellent customer service, effective response times, and expert insights into trending support issues.
Enforces quality of service guidelines for interacting with internal and external customers, support transitions, and overall customer satisfaction.
Ensuring the team meets the KPIs for service quality and delivery while adhering to the global delivery processes.
Encourage and promote innovation and offer ideas for execution and learning.
Develop and lead process improvements to improve response and resolution times.
Lead content development and curation of standard operating procedures and the Service Desk knowledge base.
Proactively analyzing the quality and ensuring services/tasks are delivered at the required level of quality across queues.
Accountable for individual team member performance management, training, and development
Perform performance review and goal setting of each member quarterly and annually.
Support in recruitment of qualified skill requirements within the team.
What we need to see from you:
5 – 10 yrs in Service Desk /helpdesk Environment
Knowledge of ITSM and contact center management tools, processes, procedures, and performance metrics, and can innovate and improve as needed
Minimum two years experience in a people management capacity in a large or multi-site inbound contact center or fast-paced environment supervising 15+ frontline employees
Knowledge and experience of best practices in customer service and IT service management
Strong relationship management skills with internal and external customers
Customer-focused mentality while following process adherence guidelines
Demonstrated ability to identify, recommend, and implement process improvements to provide a better support experience to our customers
Being able to work effectively with anyone with different skillsets
Demonstrates strong interpersonal skills with a collaborative style
Customer business process analysis and understanding
Re-uses existing Knowledge Management to accelerate solutions delivery
Ability to develop and coach team members on interpersonal, tool, or process topics
Excellent verbal and written communication skills
Well-organized individual who can easily multitask and manage own and team’s time
Demonstrates a real passion for technology and an ability to coach to administrative and technical concepts
ITIL Foundations certification
Excellent understanding of ITIL methodology and best practices
Proficiency with ITSM and Contact Center solutions
What you should really know about us.:
Strip away everything. Strip away our brand, strip away our buildings, strip away our offices. What are we left with? Our people. This is what makes SoftwareONE successful.
Passionate people who live and breathe our values every day, who delight our customers, every day, and who go above and beyond, every day. Our culture is unique, and I believe that having the right people, and empowering them to succeed, is the absolute key to our success.
Patrick Winter, Founder.
What we expect from our employees:
Success at SoftwareONE is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you. SoftwareONE employees are energized, agile and are laser focused on delivering world class Customer Satisfaction and results. Our leaders motivate and inspire their teams and provide a working environment that delivers incredible levels of Employee Satisfaction. We are Humble, have a very high degree of Integrity and are simply not interested in politics.
Our leaders operate with a high levels of Discipline but are able to work at Speed manage change in a global economy.
“SoftwareONE is an equal opportunity employer. With employee satisfaction as one of our core values, we are passionate about diversity and are committed to creating an inclusive environment for all of our employees. We want every employee to have the greatest experience of their career.”
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