2nd Line Support Manager
- Applications are considered on a rolling basis
- Iași
Customer Support provides professional, efficient and effective technical support to Basware customers/partners in a manner that further enhances customer experience, satisfaction and loyalty. We work to resolve customer Cases and Incidents to enable our customers to use Basware products and services efficiently and enable them to run their business seamlessly.
The 2nd line Support team in Romania is part of the global 2nd Line Support team and global Customer Support unit. We resolve technical non-standardized type of requests or issues reported by customers.
We are now looking for a Customer Support, 2nd Line Manager to manage a dynamic team of 15+ highly motivated Support Consultants.
In this role you will report and work closely with the head of global 2nd Line Support.
Key role responsibilities
You will help build and develop a high performing team working towards creating exceptional customer experiences.
As a solid line manager, you will be responsible for activities related to the employee life cycle, including, recruitment, goal setting, performance and development discussions, retention and exit.
You will actively support your team members' personal development and wellbeing by recognizing and celebrating success and managing undesirable behavior when it occurs.
Your role will be to guide the daily work of the team members, plan and assign activities, monitor their progress, and take appropriate actions as well as reporting regularly on team’s performance.
You will also be responsible in ensuring that everything we do is done with customer happiness in mind keeping the focus on high quality: best possible technical resolution provided to the customer and communication exceeding customer expectations.
You will be part of driving and implementing initiatives for continuous improvement and developing own team members.
As a member of the 2nd Line global Support team, you will have the possibility to get visibility to global Support agenda and be part of planning and contributing to global initiatives.
Work with great people
Skills & Requirements
Candidate qualifications
In order to thrive and succeed in this role, we expect you to have the following skills and experience:
- Proven work experience as a team leader or supervisor
- Strong planning, organizational and decision making skills
- Experience in a customer facing, service-oriented role within an ICT environment
- Detailed knowledge of customer support best practices
- In-depth experience of working closely with operational matters
- Excellent communication and leadership skills
- Outstanding relationship building skills
- Ability to motivate people in unlocking their talent
- Committed to meeting objectives, results driven
- Data analysis skills are a plus
- Self-motivated team player with a proactive mindset
- Good PC skills, especially MS Excel
- Fluent written and spoken communication skills in English
LI-Hybrid
Great Place to Work
We embrace a growth mindset.
We empower through accountability.
We dare to try.
We value every individual.
About the company
Basware is the global leader in providing networked purchase-to-pay solutions and innovative financing services. Basware’s commerce and financing network connects businesses in over 100 countries and territories around the globe. As the largest open business network in the world, Basware provides scale and reach for organizations of all sizes, enabling them to grow their business and unlock value across their operations by simplifying and streamlining financial processes. Small and large companies around the world achieve significant cost savings, more flexible payment terms, greater efficiencies and closer relationships with their suppliers.
Joining Basware means you’ll join a team filled with innovators, passionate about their work and enthusiastic about the purchase-to-pay industry we’ve pioneered. You’ll work alongside highly motivated, capable, and friendly individuals who collaborate to deliver world class solutions and services to hundreds of companies worldwide. A critical part of our culture is the high amount of trust we put into our employees—we want you to make a difference. So, we offer flexibility in how you work, giving you the freedom and support to deliver your best results. We truly live our values where our employees strive for excellence, put our customers first, lead the way, and inspire one another to build a winning team.
2020Recognized market leader with global operations, 20+ offices worldwide.
2019Gartner Magic Quadrant Leader for Procure-to-Pay Suites for fourth time
2014-2019Several industry recognitions and product launches
2012-2016Several acquisitions in the fields of e-invoicing, e-procurement and purchase-to-pay solutions
2012Launch of cloud-based B2B platform for transaction collaboration on Basware's Network
2006-2009Several acquisitions in the fields of invoice automation, data capture expertise and payment software
2005Launch of fully integrated Purchase-to-Pay solution suite
2000Basware listed on Helsinki Nasdaq, launch of purchase management software & e-invoicing service
1992Launch of first financial management software
1985Basware founded in Finland
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