Team Lead support - South

We are looking for a  Team Lead Support, who will guide our Support Team in Waver to a next level. As Team Lead Support, you are part of the Destiny support department. Your most important role is leading and motivating your team to ensure they're giving the best customer service possible. You'll also be expected to know Destiny’s products and policies inside out and be able to communicate about it with all colleagues of Destiny.

Vacature Account Manager

What will you be doing?

  • You will lead daily operations of the Destiny Application Support Team but will also manage processes and service improvements to drive more satisfaction from our customers.
  • You will hire new team members and make sure they are up to speed as soon as possible.
  • You will mentor and develop the existing Destiny Application Support Team members and nurture an environment where they can excel through encouragement and empowerment.
  • You are able to operate at a personal customer level, tailored to each specific situation, rather than just providing a generic, scripted response and solution.
  • You will capture customer feedback from your team, and use it to optimize the daily working of your team and Destiny as a whole.
  • You will work in close collaboration with our Support Manager - whom is your direct manger - and our Customer Excellence Manager to increase the customer experience at Destiny.
  • You will analyse statistics and compile accurate reports in order to monitor the daily workload and improve the way of working.
  • You will document frequently occurring problems in our KB Tool Confluence
  • You will report to the support manager and form part of the Support Governance Team to improve support together.

What do you need to have?

  • You want to be a part of a new revolution in the communications business.
  • You have a bachelor’s degree in information technology (optional).
  • You adore our customers: you go – like everyone else in our company but especially you - above and beyond to make a customer happy. You value communication and so in case of problems or questions, you do that frequently with the involved customers.
  • Effective communication (FR, NL, EN), both verbally and written but also listening skills in order to capture every side of a situation and gather the necessary information to make an effective and timely decision. On top of that, you are not afraid to perform presentations and talk in front of a group of people.
  • Experience in reporting and analysis of the performance.
  • Excellent leadership skills: you will need to develop and promote a proactive ‘can do’ culture within your team.
  • Dedication, Commitment and Ownership are your core characteristics. You are an individual with a desire to deliver high quality services to both internal and external customers. You are eager to solve problems first and optimize processes afterwards in order to avoid reoccurrence.
  • At least two years of experience as a team lead.
  • You have experience in telecom or IT. 
  • Knowledge of Linux, SIP and networking is a plus.
Vacature formulier

Destiny offers you:

  • An environment where much is possible and where growth and development are at the core;
  • An attractive salary with fringe benefits;
  • A great atmosphere with a well-deserved pat on the back now and then… as it should be!
  • Our CORE values distinguish us from other employers:
    • Commitment: we go for it together and strive for a long-term relationship.
    • Ownership: we take and are given responsibilities.
    • Respect: every person is different and we let everyone be themselves.
    • Empowerment: we offer you all the help, support and tools you can think of.

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