INTERNAL ONLY - CritSit Shift Lead

INTERNAL ONLY - CritSit Shift Lead

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We're growing rapidly. Would you like to join us? 

Are you looking to move your career in IT service delivery and team management but need that first step? 
Do you want the opportunity to support a team to deliver exceptional customer service? 
Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations. Due to expansion, we are hiring a shift leader who will help manage our support colleagues to solve technical and non-technical support requests. 

About the role...

As a shift leader at Tek Experts you will have a strategic role to ensure exceptional customer service is delivered through your team of Critsit Managers.  You will build and manage an end-to-end service operations team of 20-30 passionate professionals and be responsible for ensuring we have the right resource for the cases in hand. Acting as an escalation point,  you’ll be a key point of contact for premier customers or those with the most serious incidents, delivery teams and team management.   

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What you’ll be doing

    • Case Distribution – timely and balanced work distribution between teams and individuals
    • Comms Review & Crit365 Mail Flow – reviewing customer-facing communication and responses
    • Handover preparation – assuring timely and smooth warm handover of all cases to the next representative and if at the end of the shift, the next Tek Experts location.
    • Product Group Engagement Assurance - visibility over all cases without active engagement 
what you'll be doing
skils required

What you'll need

  • Fluency in English- both written and spoken to B2 Level
  • Minimum 1 years work-related experience in customer-relationships position or similar
  • Exposure and interest in technical support 
  • Basic knowledge in IT, fast learner in IT knowledge or software system
  • You will be analytical and have an interest in troubleshooting and problem research; collaborating with other engineers as necessary.

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INTERNAL ONLY - CritSit Shift Lead
My Career. My Future. My Tek Experts.
Tek Experts is an equal opportunity employer. We do not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin, or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above-listed items.

Are you ready to join our team?

We’re a modern, challenging and fast growing business because of the success of our people. We are waiting for you!
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