Senior Lead, Technical Support
CurrentMy main responsibilities:- Leading a high-performance cross-cultural team of 7 technical support professionals, encouraging teamwork and consistently achieving SLAs.- Serving as dedicated Technical Account Manager for Premium clients, building connections and providing customized top-quality support.- Managing customer escalations in London & Nordics, demonstrating strong troubleshooting skills for quick solutions and satisfaction.- Conducting performance reviews, optimizing… Show more My main responsibilities:- Leading a high-performance cross-cultural team of 7 technical support professionals, encouraging teamwork and consistently achieving SLAs.- Serving as dedicated Technical Account Manager for Premium clients, building connections and providing customized top-quality support.- Managing customer escalations in London & Nordics, demonstrating strong troubleshooting skills for quick solutions and satisfaction.- Conducting performance reviews, optimizing team results through constructive feedback and KPI analysis.- Collaborating cross-departments, aligning solutions with customer expectations and business goals.- Designing and utilizing MicroStrategy dossiers and reports to break down complex data into insightful visualizations for Support Team operations.- Collaborating with cross-functional managers to identify workflow enhancements, leading to effective changes that streamline operations and improve overall team efficiency. Show less
