Customer Support Lisboa

Customer Support
Lisboa
Lisboa, Lisboa, Portugal

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive, and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful
- value work they live for.

Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.

Job Description

As a Team Leader, you are responsible for ensuring consistency of approach & process across all Customer Support teams.

What you will do:

• Provide strong leadership and guidance to the team
• Motivate, coach, inspire, and develop everyone within the team
• Ensure that support cases are prioritized in line with agreed parameters
• Take ownership of customer escalations on a regular basis, striving for timely resolution and performing root cause analysis where required
• Manage the performance and development of everyone within the team, including 1:1 reviews, supporting personal development plans, ongoing coaching, and conducting 6-monthly and annual performance reviews
• Proactively manage and plan the resolution of all outstanding customer support cases within your area of remit, driving resolution percentages and effectively managing aged cases with
  -
  - date plans
• Plan and review resource availability to ensure adequate staffing to meet forecast demand, adjusting plans as needed for shrinkage
• Work with support managers to ensure thorough induction procedures for new starters
• Drive improvements and foster enthusiasm regarding change as part of the leadership team
• Create an environment of continuous improvement and development, measuring success
• Drive achievement of SLAs and KPIs, including measuring, monitoring, managing, and communicating progress. Set SMART objectives for key focus areas.
• Ensure compliance with the company's information security requirements, business procedures, policies, and ISO/BS standards

Qualifications

• Human Resource and Payroll Knowledge
• Desirable: Bachelor’s degree in a relevant field
• Previous experience as a Team Leader or Manager in a Saa
  S software business is desirable
• Ability to interact and build relationships at all levels and manage multiple priorities
• Excellent data reporting, presentation, and communication skills
• Focus on customers, performance, and results
• High initiative and responsibility,
  - reliant
• Strong knowledge and understanding of the Customer Support process
• Enjoy working with and learning from an experienced team
• Ability to work independently and as part of a team to achieve success
• SQL Knowledge
• Willing to work in a hybrid model (1-2 days/week) in Kuala Lumpur

Additional Information

We offer:

Participation in the development of a leading global software firm, with opportunities for autonomy and success. An attractive salary in a challenging international environment with enthusiastic colleagues eager to learn from each other.

At Unit4, we invest in your personal and professional growth. We trust you to deliver results, with an unlimited vacation policy. Opportunities for career advancement include roles handling cloud environments based on Azure infrastructure.