Customer Support Team Lead - Karlsruhe, Deutschland - Ungerboeck

Beschreibung

Company Description


Who We Are:

Interested in joining our team? Here is some more information about us Ungerboeck provides industry-leading event and venue management software to customers in over 50 countries around the world, serving thousands of customers that power millions of events.

In the age of digital transformation, our comprehensive platform offers event professionals leading-edge SaaS technology that provides a 360 view of their business, allowing them to cut costs, save time, and increase revenue.

Ungerboeck is used for top shows from across the world, famous museums, global convention centers, performing arts venues, professional sports arenas, and other unique events.

Our client list includes The Apollo Theatre, Mercedes-Benz Stadium, Harvard University, Portland'5 Centers for the Arts, the Javitz Center, and St.

Louis Art Museum.

Some of our global clients include:

ExCel London, Museum of Contemporary Art Australia, Omanexpo, the China National Convention Center, the Porsche Experience Center in Germany and the Sydney Opera House.

We live by the unofficial motto of work hard play hard. Surround yourself with highly motivated co-workers that push you to be your best each day.

Ungerboeck offers the career opportunities and fast-paced, exciting environment of a growth company where you can make a direct impact on our product and customers.

Job Description:

• Mentor, trains, and provides for the professional development of team members (schedules, escalations, 1:1s).
• Ensure quality of case handling, paying particular attention to communication, timely responses, and specific care for sensitive customers.
• Ensure that the team meets or exceeds all established service level objectives.
• Act as the key point of escalation for any highlevel issues that affect Global Support Service, including postresolution cause analysis.
• Track, report, and present on team metrics (support and strategic projects).
• Drive continuous improvement efforts and streamline the support processes and customer satisfaction.
• Manage new procedures, system testing and launches
• Gather feedback and guide team to understand and solve complex challenges to improve the support experience for our customers & partners.
• Be available during weekend or evening support for escalated incidents.
• Ad hoc projects lead and/or participate in business unit projects
• Approve and monitor timesheets on a biweekly basis
• Administer yearly performance reviews
• Work closely with Application Support Team lead to schedule weekly team member oncall

Qualifications:

• 24 years prior leadership experience (Team Lead, Supervisor, or Manager) in Customer Service, Event management, or Technology.
• Experience with SQL, IIS, Windows Server, and Windows Desktop support
• Flexible to work on a rotating schedule with rotating weekends and some holidays.
• Be comfortable and productive working from home.
• Have an appropriate remote work setup such as quiet space, stable internet connection, and a backup location in case of issues with the primary location.

What makes you a great fit?

• You are selfmotivated and a good work ethic
• You are great at multitasking and possess excellent customer communication skills
• You have a passion for learning new software
• You are a a team player willing to jump in and help when needed
• You are the eternal optimist and have positive attitude

Bonus Qualifications:

• Speaks or German
• Prior use of Ungerboeck Software

Additional Information

What's
in it for you?

• Working in a team of smart, yet downtoearth coworkers who challenge you to be your best everyday
• Flex Time and Work from Home options
• Win at life by loving your job