<h1 style="margin:0.25in 0.0in 4.0pt;line-height:107%;font-size:20.0pt;font-family:'1 dormakaba Semibold';color:black;font-weight:normal">Position Overview</h1> Supervisor dbs Technical Support function to create an outstanding customer experience by leading the Technical Support Agent team supporting Cloud products, proactive migrations from end-of-life platforms to next-generation products and inbound first-level troubleshooting through phone, email and chat. The Supervisor will be part of the Commercial department in the dormakaba business services for Europe. The role holder will be responsible to perform activities within the scope of the dormakaba business services tower, flag inefficiencies and develop improvement opportunities. The role is based in Sofia, Bulgaria. <h1 style="margin:0.25in 0.0in 4.0pt;line-height:107%;font-size:20.0pt;font-family:'1 dormakaba Semibold';color:black;font-weight:normal">What you will do </h1> <ul> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Responsible for: coaching, training, performance & development and recruitment of Technical Support Agents</li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Oversee and support team members in daily activities, set objectives and quality standards, and ensure service delivery within SLAs and KPIs. Ensure team is set up, on-boarded, trained and updated with functional knowledge, policies, procedures, migration platforms and process documents</li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Build, optimize and improve the technical support and migration processes. Work closely with internal stakeholders to ensure a smooth customer focused process</li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Maintain a high-level service towards the customer. Drive the team’s delivery of efficient, accurate and timely troubleshooting, case handling and migration support</li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Support proactive customer and partner migration activities from end-of-life platforms to next-generation Cloud products</li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Direct and implement customer focus and first contact resolution initiatives</li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Analyze and report on all technical support, migration and customer service activities and on defined KPIs</li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Closely collaborate with the Tower Heads, Customer Care Lead and key stakeholders in driving automation and digitalization in the team’s Commercial and technical support processes</li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Plan proper workforce management, absence & contingency plans.</li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Use CRM, telephony, migration platforms and support tools to extract performance, trends and volumes</li> </ul> <h1 style="margin:0.25in 0.0in 4.0pt;line-height:107%;font-size:20.0pt;font-family:'1 dormakaba Semibold';color:black;font-weight:normal">What we require </h1> <ul> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">5+ years of experience in customer service or technical support function role. Experience in leading a team.</li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Experience in near-shore transitions, shared services, business process outsourcing or migration programs is required.</li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">BSc or MSc in Business Administration, IT or related field</li> <li style="line-height:115%;font-size:12.0pt;font-family:'1 dormakaba'">Office 365 suite</li> <li style="line-height:115%;font-size:12.0pt;font-family:'1 dormakaba'">People management</li> <li style="line-height:115%;font-size:12.0pt;font-family:'1 dormakaba'">Strong communication and troubleshooting skills</li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Good understanding of Cloud products, migration platforms and support tools</li> <li style="line-height:115%;font-size:12.0pt;font-family:'1 dormakaba'">A customer focused mindset and extensive experience from customer relations</li> <li style="line-height:115%;font-size:12.0pt;font-family:'1 dormakaba'">Leadership skills</li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Proactive ownership and structured problem solving </li> </ul> <h1 style="margin:0.25in 0.0in 4.0pt;line-height:107%;font-size:20.0pt;font-family:'1 dormakaba Semibold';color:black;font-weight:normal">What we offer </h1> <ul> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust </li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Home office allowance </li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">25 days paid annual leave </li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Additional health insurance </li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">102.26 EUR Food vouchers </li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Public transportation card </li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Multisport / Coolfit card </li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Opportunity for flexibility with a hybrid working model </li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Employee Assistance Program (Mental Health, Legal & Financial Counselling) </li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Language training opportunity </li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Brand new modern office premises in a class A Business building </li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Employee referral program </li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Fresh fruits in the office </li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Training and mentorship programs </li> <li style="line-height:150%;font-size:12.0pt;font-family:'1 dormakaba'">Access to over 15,000 LinkedIn Learning courses to assist in your development </li> </ul> <h1 style="margin:0.25in 0.0in 4.0pt;line-height:107%;font-size:20.0pt;font-family:'1 dormakaba Semibold';color:black;font-weight:normal">Who we are </h1> We are at the heart of every place that matters. From automatic doors to cloud-based access management – as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day. Work in a place where you matter – apply now!

Technical Support Supervisor (Sofia, BG) @ dormakaba International Holding GmbH

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