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CheckPoint SMB Team Leader India, Karnataka, Bengaluru 709688902
08.04.2025
Key Responsibilities
- Team leadership in all aspects:
- Technical Support: Having the team to deliver technical support of the highest standard to our global customers base and strive for service excellence
- Customer Satisfaction: Ensuring that all customer satisfaction KPIs are met at all times through defined practices and policies
- Team’s objectives fulfillment: Leading the team members to meet their performance objectives through continual communication, audit and metric reviews
- Customer-facing: Periodical service audits, crisis management, conference calls, etc.
- Interfacing with different departments in our global organization: Sales, R&D, QA, Customers Success Management, etc.
- Team development: Addressing knowledge gaps, facilitating training routine, mentoring the team members and improving their weak points, career path planning for each employee, etc.
- Team operational routine: Smooth shifts management (calls, chats, support tickets), crisis management, employees time management, etc.
- Team spirit: Maintaining high team spirit and well-being of the team members at all times
- Team collaboration: Productive collaboration with peers to lead service improvements
- Customer’s advocate: Acting as the Voice of the Customer in order to drive product and service improvements
Qualifications
- Proven experience as a Team Leader or Supervisor
- At least 3 years of experience in Technical Support – Must
- Natural “Can Do” approach and high level of assertiveness
- Passion for a constant self-challenge, learning and development
- Proven ability to work in a very demanding and stressed work environment
- Highest level of commitment and loyalty
- Ability to manage multiple tasks and priorities under high pressure
- Excellent customer and service orientation
- Strong verbal and written English and excellent interpersonal skills
- Excellent communication and leadership skills
- General knowledge and understanding of networking and security
- Knowledge of common operating systems
- Knowledge in Check Point products – A strong advantage
- Experience in cyber security – Advantage
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