天津招聘

The Support Team Leader is accountable for the team providing the support service. The Support Team Leader is responsible for the skills, knowledge, know-how and productivity of the team to provide a quality, quantitive and timely service. The Support Team Lead acts as a point of contact for the quality of the service.

The Support Team Leader (Retail) is accountable for delivering the agreed support service to Tectura's clients to the agreed level of service and productivity ensuring at all times that the service is performed to Tectura's processes, policies, standards and ways of working.

The Support Consultant reports directly to the Regional Support Manager.

Specific Accountabilities of the role include:

Manage the day to day activities of the reporting team

Ensure that there is the appropriate level of resource to deliver against client and contractual quality targets while maintaining the productivity and margin expectations working with the Regional Support Manager to achieve these.

Ensure that the TTM performance process is followed, appropriate goals and measurements are set and that team member reviews are completed at least annually.

Ensure that the team has the appropriate skills, experiences and training to deliver the service.

Manage the shift pattern and working rota to deliver the agreed service.

In addition to the team management role also work as part of the team to deliver the support service as one of the Support Consultants.

Answer telephone calls, email or directly registered support cases and other communication in a professional, knowledgeable and curious manner.

Log incoming requests accurately and completely ensuring all necessary information is captured in Tectura's online support tool.

Take ownership of allocated cases, own and manage their life cycle through to closure involving other resources, either within Tectura or third parties, as appropriate.

Ensure that the client is informed as to the progress of the case in-line with the agreed communication plan and service levels.

Ensure cases are managed to required quality, priority and agreed service levels.

Ensure the highest level of productivity.

Ensure that any solution provided to the client is of the highest standard and tested thoroughly.

Escalate issues and potential service breaches to Team Leader.

Work with other team members within Global Support and local team to share knowledge, resolve case and continually improve Tectura Global Support a services.

Manage external suppliers and resources to successfully resolve raised cases.

Ensure that Tectura's processes, procedures and standards are followed at all times.

Ensure that client documentation is maintained in accordance with appropriate policies.

Communicate client feedback to a Team Lead

Own the delivery of the service to the client ensuring a high degree of satisfaction answering any queries or complaints accurately, professionally and timely.

Skills:

Exceptional communication skills

Highly organised and methodical

Must remain calm when working under pressure

Must have excellent client management and relationship skills

Will have some experience of working out of region for a global company

Will have demonstrable team management experience across regional of responsibility, setting goals, managing motivation and enhancing skills while ensuring the team delivers to the required standards.

Must have an inbuilt desire to succeed in area of responsibility and deliver total quality

Must be self motivated to success and continually improve

Become a trusted advisor of our clients.

Liaise with our clients to ensure provision of service meets expectations

Experience of managing all case types, including user queries, user errors, system bugs, data issues, interface failures, batch job issue, hardware issue, communication issue, change requests and specifically agreed service requests.

Education and experience:

Educated to degree level or equivalent

Have qualifications, experiences and skills appropriate to the Associate role within the Tectura grading system.

4+ years of providing support services to clients utilising ERP systems, preferably Microsoft Dynamics AX 2009.

Preferably 2 full lifecycle implementation experience of full life cycle ERP implementation experience in a consulting capacity, preferably Microsoft Dynamics AX.

Excellent English language written and oral skills

Excellent language, both written and Oral, in the main language of the region

Additional language skills relevant to the region would be a plus

Accreditation in Microsoft Dynamics or another ERP

Be accredited in ITIL foundation or be willing to take the accreditation within 12 months of joining Tectura

Have excellent analytical and problem solving skills

Have business process analytics skills and experience in supporting, designing and implementing multi-site, multi-national implementations

Have experience of the retail market and implementing and/or supporting retail applications

Have LS retail experience or be willing to learn LS retail

Demonstrable experience of managing a team of consultants preferably in supporting the client system post go-live. A bonus would be experience of performing this role for a retail client.

Experience of managing a service delivery to a client.

Tectura愿意为那些脚踏实地、诚实正直的人们提供发展机会，不仅是职业的发展，还有个人能力的发展。
我们提供:
1.无限的职业发展机会
在Tectura你可以获得不同地区及国际工作经验以及更多微软产品工作机会，并且Tectura通过组织员工内外部培训，内部竞聘、员工自荐等多种方式，促使员工不断成长。

2.人性化的管理制度
Tectura有着优秀的企业文化，在Tectura不拘泥于现有的工作状态，以更开放的思维看待和解决问题。Tectura满怀让顾客信赖、使员工幸福、与供应商共赢的美好愿景，全公司协同合作。

3.和谐的工作氛围
Tectura拥有一群充满梦想、朝气和实力的精英，凭借专业知识技术、敏锐的市场洞察力和广阔的思维创造力，为400多家客户提供优质的服务。我们正直坦荡，乐于沟通分享工作经验，愿意帮助他人共同进步。

4.方便的交通及完善的福利
 公司坐落于徐家汇商业区，中诚国际大厦702室，地铁1,4号线均可到达。
 工作时间为：9:00~18:00，兼备弹性制工作时间，周末双休。
 有带薪年假且不只限于法定带薪年假。
 五险一金：养老保险、医疗保险、工伤保险、失业保险、生育保险以及住房公积金。
 意外伤害险。
 员工生日福利及团队活动。
 根据员工的岗位及能力为员工提供业内富有市场竞争力的薪资。

如果：
您渴望舒适的工作环境；
您想与志同道合的小伙伴一起工作；
您渴望有一个实现自我价值的发展平台；
 
请将您的简历包括申请职位，目前及期望薪资，工作经历以及联络方式发送邮件至cn.humanresources@tectura.com
 
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