TEAM LEADER & TRAINER TECHNICIANS SUPPORT 2

# TEAM LEADER & TRAINER TECHNICIANS SUPPORT 2* TEAM LEADER & TRAINER TECHNICIANS SUPPORT 2RESPONSIBILITIES: Training manager for Front Office technicians with diverse profiles. This includes delivering training and creating/maintaining training materials (training booklet, assessment quizzes, skills matrix). Raising technician awareness of the importance of high-quality incident/request handling and instilling a customer service culture. Ensuring the operational maintenance of the knowledge base and input templates available to technicians in the Service

• Handling user requests: reception, demeanor, use of tools, knowledge bases, and diagnostics (dual call monitoring, other methods) The quality of information transcribed in tickets: through dual call monitoring, call picking, and sharing with support groups to identify difficulties and areas for improvement. Serving as the point of contact for Front Office technicians to support them in handling calls and thus increase the immediate resolution rate. Analyze individual incidents to propose/adapt processes, knowledge, instructions, etc. Actively participate in managing major incidents by alerting the control tower, posting an ACD message, and transmitting relevant instructions to technicians. Provide support to Front Office technicians by handling calls during peak activity periods, unexpected staff absences, and to maintain your level of technical expertise within the scope of responsibility. Knowledge of the IT work environment (Windows, email, Office suite, browsers, etc.). Strong written and verbal communication skills. Familiarity with ITIL processes and the Services

Now tool.**Work location:** Europe

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