Job Title: Technical Support Team Leader
Location: Tokyo, Japan
Important Job Details: Please Read Before Applying
Before proceeding with your application, please take note of the following important details:
- Monthly Salary: USD 3500 Gross
- Contract Duration: 1 year (Freelance)
- Visa/Sponsorship: Please note that we are unable to provide sponsorship or visa assistance for this position.
Company Overview:
Join a global leader in medical equipment manufacturing dedicated to improving healthcare worldwide. Our client fosters a supportive, diverse, and balanced work environment where employees thrive.
Position Overview:
As the Technical Support Team Leader, you will play a pivotal role in ensuring the seamless operation of our technical support team based in Tokyo. You will oversee the day-to-day activities, drive customer satisfaction, and mentor team members to excel in their roles.
Responsibilities:
- Oversee the day-to-day operations of the Technical Support Team.
- Serve as a senior agent to enhance customer satisfaction through exceptional support.
- Provide direct supervision, mentoring, coaching, and training to technical support engineers.
- Act as the primary point of contact for technical escalations.
- Record and track team SLAs (Service Level Agreements) and workflows.
- Ensure timely and professional resolution of customer inquiries and issues.
- Develop relevant support materials to enhance team efficiency.
- Implement preventive measures to minimize customer faults and issues.
- Continuously review technical support processes and documentation for improvement.
- Assist in creating and implementing customer self-service materials and tools.
Knowledge, Skills & Abilities Required:
- Excellent oral and written communication skills.
- Strong problem-solving abilities with a focus on customer satisfaction.
- Passion for providing frontline support and troubleshooting.
- Analytical mindset to investigate and resolve support tickets effectively.
- Ability to manage multiple tasks efficiently under pressure.
- Previous experience in managing customer-focused teams.
- Proven track record in cultivating a service-oriented team culture.
- 3-5 years of experience in a Technical Support role.
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