Manager I, Customer Support

At Promethean...

We're on a mission to transform the way people learn and collaborate around the world. For over 25 years, we've been empowering educators, innovators, and business leaders with our award-winning interactive displays and software solutions that transform learning and workspaces into connected, creative environments.

Our company is rooted in our values, igniting a culture that fosters collaboration and innovation, as well as promoting an inclusive environment. As a global leader in edtech, we are also passionate about four key areas where we can make a difference: growing access to technology for underserved communities, encouraging our employees to take an active role in improving our world, promoting diversity and inclusion, and reducing our carbon footprint. Discover more about our corporate social responsibility initiatives.

As a member of #TeamPromethean, you'll have the opportunity to change lives with technology and directly impact education and the workplace for countless people every day. If you're passionate about education, collaboration, and making a positive global impact, we want to hear from you. Join us on our mission to transform the world, one student, one teacher, and one community at a time.

The Manager I, Customer Support will lead and motivate the Contact Centre team (TCSRs) to optimum performance levels to achieve agreed targets and deliver excellent customer service. Provide clear and concise direction, support, and guidance to the team through effective coaching, leadership and setting of objectives.

Job Duties and Responsibilities:

• Manage the life of a TCSR (including but not limited to):
  • Recruitment - Technical Customer Support Representative motivation (Reward Process, Feedback Process etc.) - KPI - Performance reviews - Quality Assurance - Coaching, Mentoring and Training - Workloads - Resource Scheduling - Performance related issues ###
• Demonstrate effective communication skills, exhibiting a strong level of professionalism with focus on customer/employee satisfaction
• Manage Compliment / Complaint / Customer Satisfaction Feedback
• Manage Customer escalated issues / concerns
• Participate in cross-functional and global meetings with management and key stakeholders
• Provide necessary performance reporting for Technical Customer Support Representatives and management
• Participate in Contact Centre related projects

Job Skills and Qualifications:

• 3 - 5 + years' helpdesk experience
• Have good working knowledge of computer configurations and operating systems
• Excellent time management and organizational skills, excellent communication skills and customer care skills
• Ability to motivate technical staff and maintain a high level of enthusiasm among employees within the center
• Previous knowledge of project work
• Good people skills (motivating, teaching, coaching)
• Language Skills: Fluent in English (written & oral)
• Desirable to have any of the following languages: Spanish, Italian, French, German
• Able to work the hours of 3 pm to 11 pm (M-F) and commute to the Wroclaw office