Technical Assistance Center (TAC) Queue Lead for a Global customer support team

For our client who is the next-generation security company, we are looking for a Technical Assistance Center (TAC) Queue Lead for the Global Customer Support team! 


As a TAC Queue Lead you will be responsible for helping engineers manage their day and ensuring that customers are receiving support in a timely manner. In this role, you will coordinate the distribution of work tasks to TAC Engineers, monitors incoming call volumes and ensures even distribution among engineers based on workload, considers time sensitivity of requests to ensure customer satisfaction and respond to escalations and ensure proper resources are assigned.


To carry out this function effectively, the support solutions must be easily accessible, effective, reliable, and deliver results. You will collaborate with the Technical Support leadership team to identify process and staffing gaps and in-turn drive down ASA, ATR thereby increasing customer response times and customer satisfaction.


Tasks & responsibilities

  • Monitor queue and track inbound and outbound interactions while keeping technical support engineers and management aware of day to day volume
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about our client products and services
  • Manually assign cases when necessary and identify / escalate priority issues to the appropriate team
  • Facilitate warm hand-offs or transfers between support partners and PAN engineers
  • Assign maintenance events to engineers based on skillset and service level
  • Monitor long interactions to identify engineers who need technical assistance with issues
  • Provide the initial response to sales escalations and ensure the case is being worked appropriately


And much more…



Waar ga je werken?

For our client who is the next-generation security company, we are looking for a Technical Assistance Center (TAC) Queue Lead for the Global Customer Support team! 


Wat vragen wij?

Requirements

  • Bachelor’s Degree and experience in Enterprise high technology Support Delivery and/or Support Quality role
  • Proven ability to develop effective, matrixed, cross-organizational relationships, collaborating and communicating across business and technology stakeholders and multiple geographies
  • High degree of professional confidence and credibility with effective presence, strong written and verbal communication skills in English
  • Ability to communicate technical concepts and plans at all levels
  • Experience in creating reports and communication for Senior Management audience in high pressure and time-critical situations


Competences

Solid leadership skills; self-motivated and a self-starter with a "can do" attitude who is stress-resistant, socially strong and has an empathic ability.


What can you expect from Adecco?

We offer a varied job within a Global support team at an organization that is based in Amsterdam and constantly on the move.


  • A challenging job in which you can develop and challenge yourself;
  • An attractive salary of € 3.600,- gross per month on a full-time basis with a 1 year contract;
  • 8.33% vacation allowance and 25 vacation days (on a full-time basis);
  • Participation in the pension scheme after 26 weeks worked;
  • Access to the Adecco Academy, an online system with 150+ training courses and courses.


Respond today by clicking on the application button and leaving your details with us! More info first? Call Kimberley Veldman on 06-51031537.