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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