Description
- Supervise and mentor the technical support team, ensuring effective performance and professional development.
- Allocate tasks and responsibilities, ensure and monitor coverage and timely resolution of support requests in ranges SLA.
- Provide training to team members on technical and customer service skills.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Act as an escalation point for complex technical issues, providing resolution or coordinating with other IT departments as needed.
- Ensure compliance with the bank’s IT security policies, procedures, and regulatory requirements.
- Ensure accurate documentation of technical issues, resolutions, and processes and Identify and suggest possible improvements on procedures.
- Establish and maintain a knowledge base for common issues, resolutions, and troubleshooting guides and keep it actual.
- Monitor and ensure compliance with agreed service level agreements (SLAs) and key performance indicators (KPIs).
- Manage step by step the user problem-solving process.
- Manage and Follow-up update customer request status.
- Prepare regular reports on team performance, ticket resolution, and key metrics
Responsibilities
- Proven experience as a help desk technician or other customer support role.
- Good understanding of computer systems, mobile devices and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English, Azerbaijani and Russian.
- Excellent communication skills.
- Customer-oriented and calm personality.
- Punctuality and responsibility.
- More than 2 years of experience in this position.
About this role
Apply Before
March 1, 2025
Job Posted On
February 17, 2025
Job Type
Full-time
Category
Finance, Business and AdministrationSimilar jobs
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