M365 Support Lead At Sherweb
Current• Empowering the small and medium-sized businesses with their current products.• Provide the customers with B2B support and understand their needs then provide the correct feedback regarding their subscriptions.• Make sure customer retention improves by proper usage of the products and educate and onboard the new users.• Maintaining the KPI based on SLA. Coach and train the team to reach KPIs as a team.• Act as the main point of contact for a team of technical advisors.• Ensure all cases are carried out successfully through coaching and support.• Provide guidance and advice to all team members and promote skill development.• Evaluate individual and team performance with your direct manager.• Manage disciplinary cases with your direct manager and Human Resources, if necessary.• Stay up to date with the industry’s best practices and suggest improvements to provide the best service possible.• Provide training when required and oversee change management within your team.• Carry out all other related tasks per the job’s evolution and departmental needs.
