Technical Customer Support Manager

Embed - Customer Experience · Dubai, UAE (Hybrid) Fueling the business of fun.
Not just a game-changer, it’s a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.
With Embed’s platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.
We have offices across the globe: USA, EMEA, and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services, and support anytime, anywhere.
We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one’s having more fun than us.
About the Role
The Technical Customer Support Manager plays a critical role in ensuring Support provides solutions that enable, empower, and ease the experience of fun for our customers and their guests; therefore, the key responsibilities for this role are:
Develop, implement, and own the organization’s support strategy, Work with internal stakeholders to develop support programs that align with the organization’s strategic business goals, and Assess current support programs and operational opportunities to develop and implement best-in-class support programs that provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future channel.
In addition, the Technical Customer Support Manager will:
Lead, mentor, and coach the Support team members through difficult events and communicate directly with customers and other departments if intervention is required, Lead by example and ensure Support team members adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers’ incidents and requests, and Drive actions and activities to ensure Support team members achieve their individual and group KPIs. This involves investigating facts, getting to the root cause, and using data analytics to make data-driven decisions to solve complicated technical and non-technical requests.
Also, the Technical Customer Support Manager plays an important role in the development of the global Support team members’ competencies by assessing Support team members’ training needs and working with global Support Managers and the Technical Training Manager to ensure Support team members are prepared to provide timely, consistent, and best-in-class customer support.
Key Responsibilities:

Leadership:

Lead and mentor Support team members to provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future channel, through difficult incidents and requests and communicate directly with customers and other departments if intervention is required Defuse customer incidents and intervene to appease unhappy customers if Support team members are unable to meet customers' needs satisfactorily Collaborate with other parties to not only solve technical and non-technical problems but also, develop, communicate, and implement workarounds for Support team members to deliver timely, consistent, and technically sound customer support
Available and on-call to solve customer escalations if required Depending upon the region, coordinate Support team members schedules and shifts to ensure support coverage during the designated days and times of the week Lead by example and ensure Support team members adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers’ incidents and requests
Create policies and procedures to ensure customers receive timely, consistent, and best-in-class customer support Monitor telephone calls, emails, chats, and any future channel queue to ensure the delivery of timely, consistent, and best-in-class customer support
Conduct performance reviews and provide consultation and solutions to poor performing staff
Forecast and budget departmental headcount Investigate facts, get to the root cause, and use data analytics to make data-driven decisions to solve complicated technical and non-technical requests and to drive support process improvements

KPIs:

Collaborate with Support Managers to set global Support team members individual and group KPIs and drive actions and activities to ensure global Support team members achieve their individual and group KPIs Collaborate with Support Managers to benchmark and set the standard for best-in-class customer support Achieve service levels in accordance with customer Service Level Agreements (SLAs)

Training:

Assess Support team members’ training needs and work with global Support Managers and the Technical Training Manager to ensure Support team members are prepared to provide timely, consistent, and best-in-class customer support Ensure Support team members pass the standardized training curriculum successfully to ensure Support team members provide support in a consistent and similar manner in handling customers’ incidents and requests Create, document, and share technical procedures and knowledge base articles for the overall development of the global Support team members’ competencies

Individual:

Partner with Deployment team members to enhance the deployment and delivery of software updates and fixes to customer locations Maintain up-to-date awareness in the latest hardware and software applications and share ideas with global functional owners and Support team leaders to improve performance, reliability, and functionality of our products and services Responsible for self-developing skills and technical knowledge on existing and new products and features
Requirements
8-10 years’ experience working in a fast-paced customer service/support role in call centre environments and line management ITIL certification or experience working with ITIL Framework and Processes is desired Microsoft and Networking certifications are desired Bachelor’s degree in Computer Science or equivalent education/work experience
Expert level in understanding and working with Windows OS, SQL, networking, TCP/IP, .NET, and PCI Compliancy requirements Intermediate level with SQL database queries and software deployment tools Good at time management, problem solving, communication and expert in line management
Continuous improvement mindset and an openness to new approaches and solutions to enhance the customer support experience
Expert level in teaching technical concepts to both technical and non-technical people
Good at internal and external conflict resolution and negotiation skills
What do we offer
Premium Medical insurance from Cigna Dental & Vision insurance from Cigna End of Service Benefits as per UAE Labour Laws Paid time off to include vacation, sick, holidays Amount equal to a Return Flight from home country Workmen’s compensation coverage Robust Learning Management System for employee growth and development
Location
Dubai, UAE (Hybrid)
Department
Embed - Customer Experience
Minimum Experience
Manager/Supervisor

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