Team Leader Customer Care Analyst

This job has now expired please search on the home page to find live IT Jobs.

The Role:

You will be responsible for managing and developing a team of Customer Care analysts to provide excellent customer service for Deltek software solutions. You’ll assess the nature of customer problems and resolve more complex Customer Care issues in addition to escalations.

On Any Given Day You Might:

- Manage a Customer Care team of analysts to ensure that team members: -provide high quality customer service meeting minimum CSAT expectations

- Contribute to the Knowledge Base via KB creation and KB linking and mentors others in this area

- focus on continuing to expand product knowledge expertise in current skill area and begin expanding product knowledge outside current skill area

- Meet team and individual goals - including KPI’s such as CSAT, KB requirements, Training hours

- Be responsive to Manager and Principal Level Analyst requests

- Proactively notify management of any potential customer or team issues

- Effectively manage customer and management initiated escalations

- Primarily communicate with clients, peers, management and development

- Conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it

- Assists team members with managing their workload

- Resolve and oversees the customer management/team handling of the majority of tier 1 and tier 2 customer inquiries

- Serves as primary Customer Care liaison with development and product management

- Effectively manage time and backlog between ACD and research with minimal supervision

- Record detailed notes per KBCustomer Care procedure guidelines with minimal coachingsupervision and mentors others in this area.

The Successful Candidate Will Have:

- 3+ years’ experience leading and developing a support team within a software environment

- 4+ years Customer Care experience

- 4+ years industry experience

- Technical skills ie SQL, Linux, IIS and WAN/LAN & Apache

- A Bachelor Degree-Accounting or Technical or Equivalent experience

- Proficiency in Microsoft Windows and Microsoft Office applications.

What’s in it for you?

Be part of a continuously growing team, one that offers support in a fast paced, dynamic environment. You will be working with others who are ethical, reliable, hardworking and motivated. Deltek is an organisation that pushes you to drive forward in your own career progression and wants you to succeed and grow.

***PLEASE SUBMIT YOUR CV WHEN YOU APPLY, APPLY ONLY IF YOU HAVE THE RIGHT TO WORK - RELOCATION IS NOT OFFERED AS PART OF THIS ROLE***