★Visa Support★ Helpdesk Team Leader【Great work-life balance】

We are currently seeking a Team Leader to work at our client’s office in Tokyo. The client is a global Medical Equipment Manufacturer which works to make healthcare ever better.

The position will involve working in a friendly, work-life balance, diversity environment.

【Requirements】
• Oversee the day-to-day operations of the Technical Support Team
• Act as a senior agent who will drive customer satisfaction through customer support
• Provide direct supervision of the technical support engineers
• Act as a mentor and provide oversight, coaching, and training to team members
• Be the point of contact when it comes to technical escalations
• Record and track team SLAs and workflows
• Clearly communicate issues to SDM as needed, be able to be a communication bridge between the clients and sG management team
• Manage and report on all incoming technical support inquiries
• On-board all new team members
• Assist in the creation of the team KPIs as well as monitor and report on results
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Work to create any relevant support material for the team
• Implement any necessary preventive measures to reduce customer faults and issues
• Review all technical support related processes and documentation for continuous improvement
• Assist in the creation and implementation of customer self-service material and tools

【Knowledge, Skills & Abilities】
• Excellent communicator, both oral and written
• Strong problem solving and communication skills between sG and clients
• Love being the first line of support and troubleshooting issues
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multi-task efficiently under time pressure
• Previous experience in managing customer focused teams
• Proven experience in managing a service and support focused team culture
• 5+ Years experience in a Technical Support role