Support Team Lead
3 weeks ago
In this role as a Support Team Lead, you will be responsible for managing incoming cases, triaging new cases based on priority, issue type, and complexity, and assigning cases to appropriate support teams. You will also track case status and follow up with owners to ensure cases are progressing smoothly.
- Main Responsibilities
- Monitor incoming case queues and triage new cases based on priority, issue type, and complexity
- Assign cases to appropriate support teams/personnel for investigation and resolution
- Track case status and follow up with owners to ensure cases are progressing
- Identify and escalate high priority/high impact cases to management
- Communicate case updates and resolutions back to customers clearly and promptly
- Analyze case data to identify recurring issues and areas for improvement
- Maintain case management system data integrity and ensure cases are properly categorized
- Assist with training and knowledge sharing for case processes
Requirements
- 2+ years of experience in a case management, technical support or customer service role
- Strong problem-solving and analytical abilities
- Excellent written and verbal communication skills
- Ability to multi-task and work under pressure in a fast-paced environment
- High attention to detail and organizational skills
- Proficiency with case management tools and ticketing systems
- Understanding of PEXA products/services and industry knowledge (preferred)
Benefits
- A competitive salary range of £35,000 - £50,000 per annum
- A comprehensive benefits package, including health insurance and retirement plan
- Ongoing training and development opportunities to enhance your skills and career progression
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