Team Lead Technical Support - Xpertdoc EMEA

Experlogix is a growing organisation looking for a Team Lead for the Technical Support Team in Belgium. As Team Lead you will coordinate and lead the colleagues who are responsible for providing technical support to Experlogix customers, specialized on the Xpertdoc products within EMEA, and monitor the team performance. In this new position you will be the Team Lead of 4 team members (and growing) and need strong organisational abilities to manage the tickets received. In this position you have plenty of autonomy to build out this new position within the organisation and we expect a sense of initiative. But your role is also to motivate and coach the customer care team and to create an environment where people feel free to express their questions and concerns. A person with management skills as well as someone who is able to handle complex customer issues and be hands on.

Have you been working in Customer Care and are you ready to take the next step in your career, without fully letting go of the technical aspects? Then this is the job for you!

Key responsibilities:

• Delegating tasks and achieving daily, weekly, and monthly goals.
• Liaising with team members, management, and customers to ensure tickets are completed to standard.
• Identifying risks and forming contingency plans as soon as possible.
• Analyzing existing operations and scheduling training sessions and meetings to discuss improvements.
• Keeping up-to-date with industry trends and developments.
• Being transparent with the team about challenges, failures, and successes.
• Writing progress reports and delivering presentations to the relevant stakeholders.
• Coach and motivate team members and facilitate their personal and professional growth.

What we ask of you:

• Bachelor’s degree in computer science, engineering, or this level obtained by work experience.
• Excellent technical, diagnostic, and troubleshooting skills.
• Leadership and organizational abilities.
• Excellent communication, motivational, and interpersonal skills.
• Excellent command of the English and Dutch language.
  
• Excellent communication and technical writing skills.

What Experlogix have to offer:

• You will be working with a great global team of motivated and skilled people to collaborate with.
• We have a great work environment where apart from working hard, there is enough room for fun and relaxation. For example, by playing a daily game of table football or joining our quarterly social outings.
• Plenty of room to work on personal development by joining our Personal Development Plan and follow courses, trainings or sessions with a coach.
• You will be working in a challenging international work environment with colleagues in Canada, the Netherlands and US.
• Great working conditions among which an allowance to set up a home office, laptop & phone, incentive plan and 26 vacation days with a fulltime employment.
• Possibility to work from home on a regular basis.

Location

You will work from Xpertdoc EMEA headquarters in Temse (Belgium), but your supervisor is located in Canada.