team.blue Denmark

• Manage and develop a team of Remote agents (1st and 2nd level), ensuring high engagement and professional growth • Monitor KPIs, ticket quality, and response times to ensure excellence in technical and administrative support • Identify and implement workflows to improve the efficiency of handling inquiries via mail, chat, and telephone • Guide the team in utilizing sales skills to identify upselling opportunities during technical consultations • Act as the final point of contact for complex technical or commercial issues that require senior intervention • Lead the adoption of AI tools within the department to streamline support processes and enhance customer self-service

• Handle technical inquiries and incidents within 2nd Level Support • Analyze and resolve complex issues related to: Domains & DNS, Hosting, Email services, Web technologies • Take over escalations from 1st Level Support and drive them through to full resolution • Coordinate with internal teams, partners, and domain registries • Document solutions and contribute actively to the continuous improvement of processes and service quality • When required, support customers via chat, email, and phone • Assist in project implementation and coordination • Participate in cross-functional technical projects

• Establish a relationship of trust with every customer who contacts us, representing the values of the company • Provide first level support on domains, email, hosting, dedicated and virtual servers and website creation tools. Accompany the customer until his questions are fully answered • Detecting the needs of our customers, advising them on the purchase of new products • Commercial attitude • Follow up with customers in need of support and technical assistance by email, chat and/or telephone • Escalate queries that cannot be resolved to the second level support team