Team Lead– Technical Support - German

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Tech Mahindra Limited Magyarországi Fióktelepe
Munkavégzés helye

1134 Budapest, Váci út 37.

Egyéb juttatások
- Egészségpénztár
- Cafeteria
- Szakmai tréningek
Munkaidő, foglalkoztatás jellege
- Alkalmazotti jogviszony
- Általános munkarend
Elvárt technológiák
- HARDWARE BACKEND NETWORK ISO CRM TROUBLESHOOTING JIRA
Biztosított eszközök
- Laptop
Elvárások
- Angol középfok és
- Német felsőfok
- 3-5 év tapasztalat
- Középiskola

Állás elmentve

A hirdetést eltávolítottuk a mentett állásai közül.

A hirdetés adatait sikeresen elküldte az email címére.

Responsibilities

Activation & Technical Support
- Perform hands‑on activation of charging stations, ensuring proper configuration, connectivity, and validation.
- Troubleshoot activation issues involving hardware, firmware, networking, or backend systems.
- Support installers and partners during commissioning, providing guidance and best practices.
- Ensure all activation tasks meet ’s quality and compliance standards.
- Handle and resolve customer tickets and calls in English, especially during peak load, escalations, or staffing gaps.

Team Leadership & Operations
- Manage day-to-day operations including scheduling, queue management, workload distribution, and adherence to SLAs.
- Conduct regular coaching sessions, performance reviews, and skill development plans for team members.
- Act as the first point of escalation for complex activation issues.
- Help onboard new team members and support ongoing training initiatives.
- Ensure consistent delivery of high-quality support across all channels (phone, chat, email, portal)

Cross‑Functional Collaboration
- Work closely with Deployment, Field Services, Network Operations, Customer Support, and Engineering teams.
- Communicate EU activation challenges and trends to leadership and product teams.
- Participate in cross‑regional coordination to ensure consistent global activation practices.

Customer & Partner Engagement
- Provide clear, professional communication to installers, enterprise customers, and partners.
- Support training sessions or technical workshops when needed.
- Ensure a smooth and positive activation experience for all stakeholders.

Performance & Quality Management
- Monitor and drive KPIs including CSAT, FCR, AHT, QA scores, schedule adherence, and productivity.
- Review case quality, provide actionable feedback, and ensure compliance with SOPs and brand tone of voice.
- Prepare and present daily/weekly/monthly performance reports and insights.

Process & Knowledge Improvement
- Identify recurring issues, workflow gaps, and improvement opportunities; collaborate with cross functional teams to implement solutions.
- Oversee updates to knowledge base articles, troubleshooting flows, and macros to maintain accuracy and consistency.
- Capture customer feedback and product issues to support continuous improvement.

Requirements

Experience
- 4+ years in activation, commissioning, technical support, or field operations.
- Experience in EV charging, renewable energy, telecom, or IoT is highly preferred.

Preferred Qualifications
- Multilingual (English + German).
- Experience working with distributed teams across Europe.
- Knowledge of EU electrical standards and installation practices.
- Familiarity with EV charging protocols (OCPP, ISO 15118) is a strong plus
- Familiarity with CRM/ticketing tools (e.g., Salesforce, Jira).

Soft Skills
- Leadership, coaching, conflict resolution, analytical thinking, and decision‑making.
- Strong communication, de‑escalation, and customer empathy

Workplace extras

Parking
Free coffee, soft drinks

Company info

Tech Mahindra is a global consulting service and systems integrator that operates in over 90+ countries, delivering solutions with a unique blend of digital innovation and robust, industry-strong processes. With our promise to help our customers Scale at Speed™, we design future state solutions for industry leaders and offer innovative digital experiences that enable them to transform and scale at speed. Our aim is to enable enterprises, associates, and society to Rise for a more equal world, future readiness, and value creation.

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