Group Leader (Technical Support)

Overview

Group Leader (Technical Support) is an entry-level management and technical role focused on ensuring high PTC customer satisfaction through superior customer service from the group.

What you'll do

• Ensure the group provides superior customer service to maintain customer satisfaction.
• Listen to customers, collect views, prepare reports using CRM tools like Salesforce.com, and present information.
• Handle customer escalations and proactively keep management informed about critical issues.
• Keep direct reports up to date on information and upcoming events.
• Comprehend complex customer problem descriptions and communicate resolution options verbally and in writing.
• Maintain visibility and accessibility to employees and delegate effectively.

What you'll need

• Have 1–3 years of directly related work experience.
• Hold a Bachelor's degree in any discipline.
• Have functional and technical knowledge and skills to perform the job at a high level.
• Have experience working in a Technical Support Department.
• Demonstrate excellent delegation skills.
• Have English (Business Level) language proficiency.

Details

• Mentor and coach more junior staff between 51% and 60% of the time.
• Manage small work teams of 4–6 direct reports.
• Reporting relationships: Section Manager / Manager.