Technical Customer Support Team Leader

Fuelling the business of fun.

Not just a game-changer, it’s a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.

With Embed’s platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.

We have offices across the globe: USA, EMEA and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services and support anytime, anywhere.

We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one’s having more fun than us.

About the position

The key responsibilities of the Technical Customer Support Team Leader are:

• Lead, mentor, and coach Support team members through difficult events and communicate directly with customers and other departments if intervention is required
• Lead by example and ensure Support team members adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers’ incidents and requests
• Drive actions and activities to ensure Support team members achieve their individual and group KPIs. This involves working with customers, Support, and other departments to not only solve technical and non-technical problems but also, implement workarounds and rectify staffs' day-to-day performance quickly to deliver timely, consistent, and best-in-class customer support.
• In addition, the Technical Customer Support Team Leader plays an important role in the development of the Support team members’ competencies by assessing Support team members’ training needs and working with Support Managers to ensure Support team members are prepared to provide timely, consistent, and best-in-class customer support.

Key responsibilities:

• Lead, mentor, and coach Support team members to provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future channel
• Defuse customer incidents and intervene to appease unhappy customers if Support team members are unable to meet customers' needs satisfactorily
• Work with customers, Support, and other departments to solve technical and non-technical problems and implement workarounds if required
• Available and on-call to solve customer escalations if required
• Coordinate Support team members schedules and shifts to ensure support coverage during the designated days and times of the week
• Lead by example and ensure Support team members adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers’ incidents and requests
• Collaborate with Support Managers to determine Support team members individual and group KPIs and drive actions and activities to ensure Support team members achieve their individual and group KPIs
• Achieve service levels in accordance with customer Service Level Agreements (SLAs)
• Create, document, and share technical procedures and knowledge base articles for the overall development of the Support team members’ competencies
• Support customers with using Embed supported hardware and software and troubleshooting incidents and requests related to the Embed Card System, i.e., Card Readers, POS, Kiosks, emONEs, peripherals, etc.
• Responsible for self-developing skills and technical knowledge on existing and new products and features

Required Skills and Experience

• 6-8 years’ experience working in a fast-paced customer service/support role in call centre environments and line management
• ITIL certification or experience working with ITIL Framework and Processes is desired
• Bachelor’s degree in Computer Science or equivalent education/work experience
• Senior-level experience with Windows OS, SQL, networking, TCP/IP, .NET, and PCI Compliancy requirements
• Highly organized and a meticulous attention to detail
• Continuous improvement mindset and an openness to new approaches and solutions to enhance the customer support experience
• Demonstrate good judgment using facts and analytics
• Expert in communicating both written (grammar and punctuation) and verbal
• Excellent in teaching technical concepts to both technical and non-technical people
• Natural desire to help people understand things that are hard to understand
• Expert in building strong relationships with customers and with team members
• Experienced in handling customers with patience, tact, and empathy
• Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies
• Advance level with SQL database queries
• A flexible work schedule and weekend shifts are required. Some morning and evening calls are expected to coordinate activities with others in different time zones