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Helpdesk Lead Posted Sep 22
PressCable , Canada (Nationwide)
Are you a happy, upbeat and optimistic person with experience managing a small support or help desk team?

If so, this is your invitation to join a fast-growing, well-funded B2B Software As A Service (SaaS) Startup riding the momentum of our best years to date. We've developed and launched our most successful SaaS flagship product yet - and hit Seven Figure Sales in just five months.

Our SaaS has entered a market ripe for disruption and has the opportunity to change lives for the better, fixing a broken industry in the process.

With just small innovations and an extraordinarily talented and dedicated team of individuals from all across the world, we're already taking rapid market share and are poised for even more explosive growth going forward in 2016.

Our growth has been so rapid that our virtual team must now expand to bring in more exceptional talent, if we're to continue our rise to success at the current velocity. Our business now hungers for the skills of someone who can lead our world-class Help Desk and bring it to new levels of greatness... and help ensure everyone who comes in contact with us is better for it!

Thousands of online business professionals already rely on us to assist in the growth and marketability of their companies. We have a lot more ideas in store for 2016-17, and we need someone who's ready to pitch in and help us grow!

In return, you'll be joining a virtual team who considers itself more of a family than a 'work force'. Our company has a strong emphasis on 'cool working, cool living'. You will always be given the support you need, and you'll get to enjoy working in a lively and passionate environment, with equally enthusiastic people from all over the world.

Among our main concerns, is that you enjoy your work and can address the demands of the role with a positive and passionate outlook. At the same time we continue to push boundaries and embrace the opportunity to work at the edge of our comfort zones, to develop mastery over new sets of skills and abilities - letting us take the market by storm.

In short - working with us is not only going to be fun, it's also going to make you a more valuable asset in every regard.

At least 2 years experience in a leadership position over a Service or Help Desk Team...

A proven ability to recover and retain Clients wishing to cancel service...

A cool-headed and optimistic temperament that allows you to run a team effectively as well as ensuring our clients, even if they're having a bad day, are happy they talked to us!

You'll coordinate the Help Desk Team Members in their daily duties of attending to clients who come in contact with us to make inquiries or get assistance...

You'll be helping nurture and facilitate the great customer service culture in the team, which is critical to the success of our business and brand...

You'll evaluate and assess certain Key Performance Metrics for the team and conduct client surveys to measure our level of service delivery...

You'll keep a record of daily operations at the Help Desk so we can better track the needs of our clients, analyse the services rendered and keep for future reference...

You'll help design and create a Mode of Operations, which the Help Desk Team can adhere to in order to maintain a good and steady routine and structure...

You'll delegate specific Help Desk responsibilities to Team Members in order to create Specializations within the Team and increase the pace of service delivery...

You'll review all client complaints, rectify issues and liaise with appropriate Team Members to handle complex issues, with the goal of providing more effective solutions...

You'll be able to handle difficult clients (and their complaints) when escalated and also manage to retain clients when they're considering cancellation of the service...

You'll observe Help Desk Operating Techniques to determine how effective they are and suggest and implement new techniques where current Operations can be improved...

You'll run regular scheduled Team Meetings and interact with the rest of the Virtual Team as and when needed...

And ultimately you'll be ensuring our Help Desk Team remains to be held in the highest regard – while pushing to take it to even greater heights!

If you get sick a lot, have drama in your life, or have other commitments that get in the way of your work, then please do not apply as reliability and focus is key to this position.

Our Team is highly skilled and know what they're doing, and should be doing. This means the role isn't a simple chair-warming exercise. We need someone who takes pride in their work, who appreciates the significance of their role and who strives to help get the best out of The Team and take us even further.

Our company culture is one that values talent and results – if you've got what it takes, we'll do everything to help you excel in your role.

So if this role sounds like the ideal opportunity for you right now contact us directly.


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