Duty Manager
Tek Experts
San Jose. Costa Rica.
hace 3 días

We're growing rapidly. Would you like to join us?

We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow.

We celebrate diversity in every way. In fact, it’s the reason we’ve grown so fast. If you like being part of a global team, are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

What we offer

  • A Career, not a job
  • Be part of something great
  • Opportunity to realise your full potential
  • Continuous personal and professional learning
  • Fast-track career
  • Global resources
  • Unleash your potential
  • Work-wide family
  • About the role...

    We’re seeking a highly organized Duty Manager / Shift Lead to oversee queue monitoring and case dispatching for their team.

    You will be expected to quickly and accurately manage client issues and assign cases to team members or other relevant teams in a timely manner.

    This role may be called upon to mediate between clients and the support team.

    What you’ll be doing

  • Monitor team queues for incoming cases and redirect out-of-scope cases, assigning cases within the team SLA according to team specialization, skills, and availability.
  • Monitor queue health and report sudden changes to Team Manager and reassign cases as needed.
  • Identify potential escalations and proceed with an appropriate sense of urgency to mitigate customer dissatisfaction.
  • Advise team on customer case handling and attend brown bag sessions to understand technology scope changes.
  • Monitor and engage with email communications from management.
  • Participate in team meetings, bringing relevant feedback or steps to implement best practices.
  • Generate reports on daily productivity, missed SLA investigations, sending intake reports, and outlier reporting for the Team Manager.
  • Serve as back-up for colleagues as needed, ensuring case progress is maintained.
  • What you'll need

  • 2 3 years of experience in customer service, customer support, or technical support roles are required.
  • Proficiency with both written and spoken English is required.
  • Higher level education in technical disciplines or relevant technical certifications are preferred.
  • Familiarity with PCs, Windows, and Microsoft Office Suite is required.
  • Tek Experts is an equal opportunity employer. We do not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin, or any other basis prohibited by applicable law.

    Hiring, transferring and promotion practices are performed without regard to the above-listed items.

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