[Hiring] L2 Technical Support Lead @brightfin

Role Description

As the Technical Support Lead, responsibilities include managing the incident queue, handling escalations, and overseeing complex incidents for Siemens. The role involves:

• Tracking support agent performance
• Maintaining regular communication with the team
• Continuously improving support processes
• Maintaining documentation
• Collaborating with other departments
• Ensuring high customer satisfaction
• Monitoring performance
• Utilizing ServiceNow expertise to enhance support efficiency

Qualifications

• 2 to 3 years in a leadership role
• Experience with ServiceNow; ServiceNow CSA
• Proficient in Microsoft Office
• Excellent communication skills
• Excellent spoken and written English
• Strong commitment to quality and customer experience
• ServiceNow development skills (JavaScript) would be a big advantage

Requirements

• Strong supervisory and leadership skills
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problem-solving skills
• Ability to prioritize tasks and to delegate them when appropriate
• Strong technical skills and knowledge of computer systems, networks, and software applications
• Strong leadership qualities, including the ability to motivate and inspire team members, and foster a collaborative work environment
• Highly organized, detail-oriented, and able to multitask in a fast-paced environment
• Good to have a telecom background
• Excellent command in spoken and written English

Company Description

brightfin provides clients with a suite of IT financial management and managed software subscriptions to enable your organization to rationalize, comprehend, normalize, optimize, and allocate spend to clearly show IT’s value in delivering revenue, services, and organizational enablement for the enterprise.