At Bloq.it, we’ve created the world’s leading smart locker solution. Solving online deliveries by enabling everyone to participate easily, reducing delivery costs and making them more sustainable.
We’re quickly expanding, and after growing at 1000% for three years in a row, we’re now the fastest-growing Smart Locker company in the world and one of the fastest growing scale-ups in Europe.
We're now looking for a new #bloqstar to join us as a Support Shift Lead. We’re looking for someone who has experience working with edge computing or IoT hardware, and is passionate about providing top-notch technical support and leading teams to succeed. We will empower you to be the first line of defense in resolving technical issues and ensuring our customers have the best experience possible with our smart locker systems.
What will be your responsibilities
- Lead and manage a team of technical support agents during the assigned shifts, ensuring they provide high-quality support;
- Oversee support team resources and workload to ensure optimal coverage and efficiency.
- Audit ticket work quality and Support Agent performance.
- Lead training sessions and serve as the primary resource for supporting agents;
- Perform performance reviews and manage day-to-day activities of the Support team;
- Provide constructive feedback to Product and Engineering teams based on support insights;
- Conduct interviews for new candidates and roles on an ongoing basis;
- Configure tools and systems to optimize support workflows and guarantee partners SLA compliance;
- Collaborate in customer communication and escalations;
- Document guidelines, best practices, troubleshooting processes, solutions, and other procedures in the internal knowledge base system;
- Continuously provide feedback and improve internal processes with focus in efficiency and service quality;
- Implement or improve workflows and guidelines
- Ensure the well-being of our Bloqstar Support team!
What are the requirements to join us in this position
- Proven professional experience in technical support, preferably with computer hardware, IoT devices, electronics, networks, and operating systems;
- Demonstrated experience leading or mentoring support teams, including coordinating workflows, providing guidance during escalations, and fostering team development in a fast-paced environment.
- Availability and flexibility to work assigned shifts
- Great critical thinking & problem-solving skills to tackle complex support issues and implement solutions;
- Proficiency with various support platforms, ticketing systems, service management and asset management tools;
- Customer service skills and patience to handle diverse technical knowledge levels;
- Keen eye for inefficiencies, drive to contribute to process improvements and implement best practices;
- Fluent in English, with Portuguese as an advantage. Helping to bridge the gap between technical speak and user-friendly explanations;
- Familiarity with Linux systems and the command line (CLI), a plus for troubleshooting and advanced configurations.
Extra valued skills
- Familiarity with remote or distributed team environments;
- ITIL or other support methodology training/certification is a plus;
- Experience in developing and optimizing support processes;
- Previous work experience in a startup or scale-up environment;
- French, Italian, German or Czech language proficiency.
What will you get if you join us in this position
- The opportunity to join our new Technical Support team and play a pivotal role in providing top notch support to our clients and contributing to innovative solutions that redefine Bloq.it's revolution in the smart locker industry
- A dynamic and fast-paced work environment with a culture of innovation, collaboration, and continuous learning
- Competitive salary and benefits package, tailored to your experience and skills, including performance-based bonus and Portuguese health insurance
- Flexible work conditions, including a remote-friendly policy and a flexible schedule that allows you to balance your work and personal life
- Monthly meetings in-person at our Offices in Lisbon or Matosinhos, giving you the chance to connect with the team and immerse yourself in our company culture
- Make a tangible impact by actively supporting our mission to provide affordable and sustainable solutions
If you're a passionate Support expert, ready to shape the future of smart locker solutions, Bloq.it is the place for you.
Join our team of #bloqstars and help us redefine the last-mile delivery experience!
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