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October 23 2018

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Job Offer: Application Support Team Lead:Brightwater

Job description:

Application Support Team Lead


   » Cork city
   » 45000 - 55000
   » Permanent full-time
   » Updated 11/10/2018
   » Hugh McCarthy this job is expired SaveSave Apply Now

Job detail

Our client is a rapidly growing Software Product company with as strong global customer base. They have a great opportunity for an Application Support Team Lead.

Application Support Team Lead

Our client is a rapidly growing Software Product company with as strong global customer base.
They have a great opportunity for a customer focused Application Support Team Lead.
A warm work environment and strong career development opportunities are on offer.

Acts as team lead for a technical support team.
Responds to and resolves escalated issues and/or unique or complex requests from customers.
Monitors everyday workflow and ensures that correct procedures are followed.
Identifies system and workflow improvements to enhance the team's efficiency.
Coaches and guides less practiced team members. May assist manager with scheduling.
May be authorized to approve special adjustments or exceptions for a customer.

Team Lead Responsibilities

Leads/supervises a team of technical support staff.
Triage incoming tickets to significant support staff
Provides everyday direction and communication to employees so that customer support calls are answered in a timely, efficient and knowledgeable manner.
Investigates and solves customers' problems, which may be complex or long standing that have been passed on by customer service agents
Handles customer complaints or any major incidents such as performance issues/security issues
Sets the bar for quality of communication.
Setting the pace for the number of tickets solved and works with the team to ensure they meet expected KPI's
Manage the teams time to ensure that appointments are being attended.
Trains staff to deliver a high standard of customer service and build product knowledge
Learns about our products and services and keeps up to date with changes
superviseing and implementing internal projects


3-5 years practice in tech support functions
knowledge of how to provide an excellent customer practice
capability to deliver project results with minimal supervision.
- Server/client management and active domain networking
- Windows desktop and server operating systems (active directory, printing)
- SQL Database management
- SQL database querying
- Windows file system management
- knowledge of the software development lifecycle

capability to investigate, identify, isolate and resolve technical issues
practice working with a global team not required but favourable.
Ref: HMM- 919638
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   » 36 Merrion Square, Dublin 2, 49 South Mall, Cork
   » +353-1-662 1000


Job Category: Customer Service [ View All Customer Service Jobs ]
Language requirements:
Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Cork City
Company Type Employer
Post Date: 10/11/2018 / Viewed 3 times
Contact Information
Company: Brightwater
Contact Email:

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