Job
- Level
- Lead
- Job Field
- IT, Support, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Aachen
- Working Model
- Onsite
Job Summary
In this role, you lead a support team, resolve customer inquiries regarding LYDIA Voice products, optimize processes, prioritize tasks, and ensure compliance with Service Level Agreements. You promote teamwork and are responsible for continuous improvement of internal.
Job Technologies
Your role in the team
- You will become part of topsystem GmbH and thus part of the EPG. As a Support Team Leader, you will contribute to the digital and smart logistics of tomorrow! Specifically, you and your team will resolve issues and irregularities for our customers using our LYDIA Voice products.
- You lead and develop the Support team; "Leading from the front" is not just empty words for you, but you understand how important it is to set an example and to inspire your team for the shared mission.
- You drive changes forward, set priorities, and ensure the successful design of our external presence and internal processes.
- You and your team respond to our customers' inquiries and do your best to resolve the issue as quickly as possible (e.g., by analyzing log files).
- You understand the importance of Service Level Agreements (SLAs) and ensure their compliance to the satisfaction of our customers.
- If interested, you will take turns with other team members to handle on-call duties, which are additionally compensated.
- You keep a vigilant eye on ongoing customer systems, maintain an overview, and initiate measures if the situation requires it.
- You critically question processes within your area of responsibility, assess optimization potentials, derive action recommendations, and implement them independently. You have a high degree of autonomy in this role and the opportunity to leave your own footprint.
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Our expectations of you
Education
- You have completed vocational training as an IT specialist or a comparable specialized vocational training with an IT focus.
Qualifications
- You bring basic IT knowledge, at least a high IT affinity, and understand that the path to customer success requires very good communication skills and a high level of empathy. You possess both.
- Knowledge in the following areas will facilitate your entry into your new role: Microsoft 365, Jira, Confluence, Windows CE, Android, Networking (especially WLAN), Windows Server, Linux, Docker, SQL. And of course, any knowledge of our LYDIA Voice solutions.
- You have a strong affinity for information technology topics; complex software excites you.
- You possess good German and English skills.
- Your personal qualities include quick comprehension, high conscientiousness and analytical orientation, initiative, and good self-organization.
Experience
- You have already gained some leadership experience.
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Topics that you deal with on the job
Job Locations
This is your employer
topsystem GmbH
Founded in 1995, topsystem GmbH is a leading provider of IT solutions in the logistics and aviation sectors. The company offers innovative voice-driven solutions such as LYDIA Voice and WFM.
Description
- Company Type
- Established Company
- Working Model
- Onsite
- Industry
- Internet, IT, Telecommunication
Team Leader Support
- Location
- Aachen
- Working Model
- Onsite
- Diversity
- Open for all genders
