We’re looking for
1st Line Support Team Leader
We pride ourselves on delivering exceptional service to our partners, and we’re always looking for new ways to improve. As our new 1st Line Support Team Leader, you’ll play a key role in ensuring that we continue to provide and exceed a first-class support experience.
In this role, you’ll need excellent customer service skills and the ability to explain complex technical information in simple terms that our customers can easily understand. You’ll also lead the development of self-service resources, tools, and technologies to streamline our support processes.
This position is ideal for someone with previous experience as a Support Team Leader in a similar industry, who’s ready for the next step in their career. Strong communication skills are essential, as you’ll need to engage with a wide range of audiences at a professional level. Experience with the Zendesk support ticketing platform is a plus.
Responsibilities:
- Uphold our core values: Passionate, tenacious, nurturing, trusted, driven, and ownership.
- Manage the 1st Line Support Team, handling escalations as needed and working to develop the team to deliver a gold standard of service.
- Take ownership of key team KPIs, including SLA adherence rates, one-touch resolutions, ticket deflection through self-service resources, and CSAT ratings for tickets resolved at the 1st line.
- Thoroughly document all activity on support tickets and update or improve Knowledgebase articles whenever possible.
- Contribute to the Pangea Knowledgebase by creating new articles or revising outdated ones.
- Develop, maintain, and improve processes, procedures, and SOPs to ensure consistent team practices and ISO 9001/27001 compliance.
- Ensure that all tickets escalated to 2nd Line Support include the necessary level of detail for quick resolution.
- Support the Sales team by providing technical insights on product capabilities and value.
- Manage the Interactive User Guides for our industry-leading IoT Portal, adding new instructions as needed.
- Document and publish release notes for each new version of the IoT Portal.
Required skills:
- Previous experience as a Support Lead or Team Manager in a service provider environment or a related industry.
- Excellent verbal and written communication skills.
- Confidence to work independently while collaborating with diverse individuals.
- Strong team player.
- High level of project and time management skills.
- Exceptional customer service skills.
- Degree-qualified or equivalent work experience.
- Experience in a distribution or B2B environment.
Highly advantageous:
- Exposure to cellular or broadband network environments.
- Previous experience working in the IoT or cellular connectivity industry.
- Familiarity with the Zendesk support ticketing platform.
- Experience growing a support team and implementing AI-driven tools.
To apply:
Email your CV to: careers@pangea-group.net
That’s all for now!
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