Job Opportunity in Jordan as a Customer Support Lead at Unifonic

Unifonic offers a job opportunity in Jordan as a Customer Support Lead. You will lead the customer support team through influencing team members and handling complex technical tasks with End-to-End accountability on Services and People.

Your responsibilities include but are not limited to:

• Lead, inspire, and coach a team of Customer Support Agents (10-14 employees) to help them grow and deliver the best service in the industry.
• Conducting monthly performance appraisal to review technical team performance.
• Develop team members through monthly coaching, the provision of on-target feedback, counseling, and recognition.
• New team members hiring and on-boarding.
• Monitor, drive, and track the performance of the Customer Support scope (resolution time, customer satisfaction, NPS, etc).
• Ensure customer support business continuity (scheduling, planning, shifts, etc).
• Support the team in operational topics (ticketing, technical questions, etc).
• Organize and facilitate team meetings and provide feedback to Customer Support Manager.
• Making sure of high-level quality documentation for all new business process and technical processes.
• Ensure efficient and effective dissemination and communication of information to team members.
• Work with internal teams (Sales, Product, Engineering) to address operational issues and define tactical/strategic changes (eg: identify opportunities for new product/feature development).
• Understand and interpret departmental strategy requirements, goals and work with internal stakeholders to create solutions that impact both customer and employee satisfaction.
• Prepare regular reviews for clients (Monthly performance, problem management, alignment calls…).
• Implementation of project plans for current and new projects to achieve targets.
• Identify gaps and provide areas of improvement to management.

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You must have:

1. Hands-on experience of +3 Years as Customer Support Lead in a related industry (SaaS, Telecommunications, etc).
2. Strong leadership skills, ownership and commitment attitude.
3. Strong troubleshooting and problem-solving skills.
4. Excellent analytical thinking skills and communication skills.
5. Critical thinking, problem-solving, design, and most critically, attention to performance, scalability, reliability, availability at the system and component level.
6. Experience in a technology-driven industry.
7. Excellent knowledge of technical infrastructures, networks, servers, software and database administration, and maintenance.
8. Bachelor's degree in Engineering, Software, or other IT-related fields.
9. Ability to work under high client/department demands and high availability.
10. Self-motivated and able to work independently with a minimum level of supervision.
11. Fluent in English and Arabic with excellent writing/editing and verbal communication skills.
12. High flexibility with working hours and ability to handle multi-tasks.

About Unifonic:

Unifonic was founded in 2006 to provide cloud-based communication tools to business customers and enables integration of text and voice-based solutions through its API platform. Therefore, Unifonic eliminates the need for costly hardware infrastructure making business communication simple, fast, and cost-effective.

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