Manager, Technical Support (225-1002)

As a Manager, Technical Support, you will play a pivotal role in overseeing the technical support team, ensuring seamless and efficient service delivery to our clients. Your strategic thinking will guide the development and implementation of support strategies that enhance customer satisfaction and support team productivity. You will be responsible for managing a team of support engineers and technicians, focusing on delivering first-rate technical support and resolutions. This role demands excellent leadership skills, a strong technical background, and a knack for solving complex problems. You will work closely with cross-functional teams, including development and product management, to ensure issues are resolved promptly and clients remain highly satisfied with our services.

Responsibilities

• Lead and manage the daily operations of the technical support team effectively.
• Develop and implement standards that guide users' technical support experiences.
• Ensure prompt and accurate solutions to technical issues raised by clients.
• Monitor team performance and implement improvements where necessary to enhance efficiency.
• Communicate regularly with clients to ascertain satisfaction with technical support services.
• Analyze support interactions for recurrent issues and develop proactive resolution strategies.
• Collaborate with product development teams to improve software and service usability.
• Prepare detailed reports on team performance metrics and customer feedback.
• Facilitate continuous learning and development opportunities for support team members.
• Maintain up-to-date knowledge of industry trends and emerging technologies.
• Conduct regular team meetings to communicate goals, expectations, and feedback.
• Assist in resource planning, including hiring, training, and evaluating support staff.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field required.
• Minimum of five years' experience in a technical support or related role.
• Proven leadership experience with excellent managerial skills and team-building abilities.
• Comprehensive knowledge of technical support processes and customer service standards.
• Strong problem-solving skills with a history of effectively handling challenging issues.
• Excellent communication skills, both written and verbal, for client interactions.
• Ability to work under pressure and manage multiple tasks in a fast-paced environment.