Team Lead Technical Support

Working at Mercell

Mercell is an industry leading software companycreated in1999with the mission toreimagine tendering and unlock business opportunities.Mercell makes big scale buying easy strategic sourcing simple and monitorsthe tender market for companies so they can grow their market share. We supporta diverse customer base of30.000 buyers and suppliersacross geographies industries and sizes.Its a great time to join us and shape the future ofMercell as werevolutionize the world of tender management.

Our culture is based on the Mercellian Spirit of continuous growth curiosity trust and courage. You will work in a dynamic internationalenvironment with ambitious and dedicated colleagues who are passionate about what they do supported to be themselves and together create real value for the society.

Your Mission

Join Mercell and take on a pivotal role as the Team Lead Technical Support. In our dynamic environment youll be at the forefront of resolving complex technical issues acting as the crucial link between 1st line support and our Tech department. Your leadership will be instrumental in maintaining operational efficiency fostering collaboration and nurturing customer loyalty.

At Mercell were on a growth journey and youll be instrumental in serving all our existing products while simultaneously building the knowledge structure and capacity of the 2nd line team. Your efforts will prepare us to excel in supporting our future procurement platform.

As a member of the Customer Service & Support management team your collaboration and drive for improvement will be central to our departments success. Join us in shaping Mercells future and delivering highquality customer service.

We see the following qualities as important to thrive and evolve in this role:

• Excellent leadership skills
• Communication and building relationships
• Customer centric approach
• Efficient problem solver able to balance proactive and reactive work

Core Responsibilities

Leadership:

• Demonstrate excellent leadership skills by inspiring and motivating team members.
• Provide clear direction measure success and coach employees for growth within Mercell.
• Effectively manage time to ensure efficiency and prioritize issues based on importance and urgency.
• Drive continuous improvements through change management initiatives.
• Skillfully manage stakeholders by identifying involving and engaging colleagues affected by team activities.

CustomerCentric Approach:

• Ensure efficient handling and highquality resolution of technical issues with a focus on customer satisfaction.

Technical Responsibility:

• Equip team members with the necessary knowledge tools access and processes for advanced technical support.
• Facilitate troubleshooting bug fixing establishing workarounds and escalating issues as needed.
• Develop and maintain internal documentation and guides to support team operations.

Collaboration and Communication:

• Establish and maintain effective processes and workflows within the team.
• Foster close collaboration with other Customer Office teams Triage team Development teams and Product teams.
• Coordinate mass communication efforts for critical functionality issues including internal and external distribution of announcements in collaboration with Customer Office team members.

Required Qualifications

• Strong experience (ideally 5 years)from a role in 2nd line customer support/service as Team Leador similarpreferably in a tech or SaaS company.
• Strong leadership experience demonstrating your ability to lead and inspire teams to achieve excellence.
• Strong communication and stakeholder management skills enabling effective communication and collaboration.
• Fluent in written and spokenEnglish enabling effective communication and collaboration in a global environment.

Preferred Qualifications

• Atlassian knowledge providing valuable insights into optimizing team workflows and processes.
• Basic understanding of code enhancing your ability to troubleshoot technical issues effectively.
• Basic knowledge about procurement offering valuable context for supporting Mercells procurement platform.

Start date: As soon as possible

Duration: Full time/ Permanent

Working hours:Hybrid remote

Location:May be based where Mercell has a legal entity such as Sweden Norway Netherlands Denmark and Finland.

Has this sparked your interest

Then we cant waitto have you join our missionand looking forward to receiving your application.

We will continuously invite qualified candidates for job interviews and will close the job post as soon as we have found the right candidate for this role.

Application Deadline: 10.03.2024However do not wait to submit your application we will read applications and talk to potential candidates as we receive them.

What we Offer

Mercell is in a very exciting period and you will play an important role in our ambitious journey.

Mercell continuously provides great opportunities for growth within the organization. You will have a good opportunity to shape your role and determine your priorities. We look at what you deliver not how you work or how many hours you spend on each task.

Growth Curiosity Courage Trust

The Mercell core values Growth Curiosity Courage and Trust serve as a foundation for the decisions we make how we drive our business and how we interact with our colleagues customers and others. But they also serve as the basis for the opportunities that Mercell provides for its employees to develop and thrive in their field of work.

Our perks & benefits:

Inclusive culture where you are welcomed to be yourself

Flexible and hybrid work encouraging a worklife balance

Be a part of a collaborative team with high ambitions

Individual development opportunities

Health insurance and pension plan

Competitive salary package

Paid parental leave

Team lunch and fruits

Computer and iPhone/Android

Unlimited coffee tea and soft drinks

Company events like Friday bars Summer and Christmas parties and more!

(may differ per country/office)

Questions for this position

We hope you got all your questions answered and you feel confident applying for this position however if you have more questions or doubts regarding the position please contact the hiring manager directly.

Happy to chat with you!

Line Tonna Group Director Customer Service & Support

Phone:

We may carry out background checks on applicants to verify information that appears on CVs and other documentation. This background check is carried out by an external party and is not carried out without the consent of the applicant. Current applicants will receive further information about this.