What are the responsibilities and job description for the Technical Support Team Lead position at Varonis?
Technical Support Team Lead
JOB SUMMARY:
The Technical Support Team Lead manages a team within Technical Support and is responsible for the overall post implementation customer experience for all Varonis customers and solution sets. The Team Lead is responsible for ensuring that the team members identify, troubleshoots, debugs and records customer problems in accordance with quality system requirements. This role will work cross-functionally within the organization and communicate with customers regarding service requirements, issues and needs in order to deliver a high level of customer satisfaction and internal performance metrics.
ESSENTIAL DUTIES AND RESPONSIBILITIES: – Other duties may be assigned:
- 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.
EDUCATION, EXPERIENCE AND QUALIFICATIONS:
- 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)
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