Taboola Published: September 2, 2019
Job Type
Category
Level of education
High school
Spoken Language needed
English
Level of Hebrew
Hebrew not required
Location of job
New York
How many relevant years experience do you require for the role:
3 years

Description

* Candidates must be eligible to work and live in the US *

Read something interesting online today? There's a good chance it reached you because of our technology.

Taboola is the world's leading content discovery platform, serving 360B recommendations to over 1B unique visitors each month on the web's most innovative publisher sites, including NBC, USA Today, The Weather Channel, Tribune and Fox Sports.

Taboola, the world’s largest content recommendation platform, is hiring a 1st Level Support Team Lead.

In this job you will:
- As the Team Leader, you will be leading a shift oriented support team, assisting international customers and business units internally and externally.
- Ensure a high level of technical knowledge within the 1st level support team members as evidenced through turnaround time of issues and ability to resolve issues independently
- Manage case auditing for the team
- Work closely with the Business units and other support teams globally
- Define and implement the procedures and policies to ensure that a high-quality service is delivered to customers (both internal and external) and adherence to strict SLA’s in a 24x7x365 operational support environment
- Escalate urgent issues requiring more in-depth knowledge to the appropriate internal resources
- Create workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion

Requirements

* Candidates must be eligible to work and live in the US *

- 3+ years of experience managing technical support teams in India
- Proven hands on experience in a complex environment
- Excellent oral and written English communication skills to effectively present information to a wide range of audiences; customers, technical staff, vendors, and senior management
- Excellent Customer Service experience
- Good people management skills and knowledge
- Strong analytical skills
- Ability to comply with tight deadlines and navigate through complex processes in a matrix environment
- Strong capabilities of building organized processes and structured formal documentation
- Experience in a multinational organization
- Ability to multi task without compromising quality
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