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Technical Support Manager

FlairsTech
Maadi, Cairo
Posted 3 years ago
131Applicants for1 open position
  • 31Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

Key Responsibilities

  • Managing the technical support department’s day to day functions to provide first class support
  • Implementing customer support processes to enhance customer satisfaction
  • Set clear objectives, evaluate progress and maintain a high-performance culture with focus on teamwork, service excellence and ownership for resolving customer issues
  • Set clear KPIs for the team on a monthly basis
  • Assessing support statistics and preparing detailed reports on the findings
  • Delivering performance evaluations and following the disciplinary process according to the company’s policy
  • Manage the team and individual performance, along with the technical and soft skills development
  • Encourage open communication between team members.
  • Cascade business objectives and targets to the team
  • Review daily priorities and take appropriate action to ensure results are achieved
  • Remain aware of new product developments providing input and tactical direction to the business on the customer service and support challenges
  • Ensure high quality, up-to-date documentation for all service arrangements

Job Requirements

  • Bachelor of Computer Science or equivalent
  • +2 Years of experience in leading and developing a support team in a managed service environment
  • Effective interpersonal and communication skills
  • Fluency in English is a Must
  • Interviewing, onboarding, and training the new hires
  • Ability to meet deadlines with the best quality of service
  • Follow up on and take responsibility for unresolved issues or escalations
  • Experienced in Service Level Agreements and Operational Schedules
  • Able to identify Business Development opportunities
  • Technical understanding of software products and solutions
  • Able to develop effective relationships internally at a variety of levels
  • Experience improving and developing the knowledge & skills of others

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