Senior Technical Support Specialist
inDrive
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Mexico City, Mexico
Posted 6+ months ago
Senior Technical Support Specialist
Mexico, Mexico
- Office
- Shift work
- Senior
We’re expanding our Customer Support team in one of the most significant markets for inDrive. This new team member will be responsible for monitoring service metrics and implementing strategies to achieve departmental KPIs and goals. Conduct regular performance evaluations and provide feedback, onboard new hirings and support on recruitment processes . If you are ready to be part of a new team and go to the next step we are waiting for you.
Responsibilities
- Monitoring the work of a group of operators, monitoring the implementation of KPIs and compliance with company standards and processes.
- Continuous improvement of customer support processes inside the team via its development, upskilling & effective management.
- Handling incoming & outgoing calls Helping and solving appeals of users.
- Control the quality of the work of the staff of the Contact Center.
- Translation of texts.
- Training new Technical Support Specialists
- Supervise and monitor the activities of Technical Support Specialists
- Control the compliance of Technical Support Specialists with production discipline.
- Devise ways to optimize procedures and keep staff motivated
Qualifications
- High school completed.
- Minimum experience of 1 year in activities related to the customer support as team leader.
- Availability to work different shifts, either day or night. Availability to work from the office.
- PC knowledge at the confident user level Google products knowledge: Google Sheets Google Docs) Grammatically correct in written and verbal Competent verbal and written communication
- Basic HR administration skills.
- English B2
This job is no longer accepting applications
See open jobs at inDrive.See open jobs similar to "Senior Technical Support Specialist" General Catalyst.