Customer Service Team Lead

5 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia BASSnet Full time

BASSnet is a premier IT services and consulting company, serving the maritime industry with innovative solutions.

About the Role

We are currently seeking an experienced Support Lead to join our team. This is an exciting opportunity to lead our support function and work closely with our customers and stakeholders to deliver exceptional results.

The successful candidate will have a proven track record in customer service and support, with a strong passion for leading teams and driving performance improvement. They will also possess excellent communication skills, both written and verbal, and be able to express complex technical concepts in business terms.

We offer a dynamic and supportive work environment with opportunities for growth and development. If you are a motivated individual with a strong background in customer service and support, we encourage you to apply.

Responsibilities:

  • Lead and manage the support team to ensure delivery of high-quality results
  • Develop and implement process improvements to enhance support efficiency and effectiveness
  • Maintain relationships with customers and stakeholders
  • Ensure that all support SLAs and KPIs are met

Qualifications:

  • Degree in Information Technology, Computer Science/Engineering or equivalent
  • At least 7 years' experience in customer service and support, particularly team lead role or a minimum 10 years' experience in a Level 2 application support role
  • Experience in supporting SaaS solution customers with focus on ERP systems
  • Knowledge of MS SQL Server and T-SQL
  • Maritime industry knowledge is an advantage


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