<p>The Tech Support Manager role will have customer facing responsibility & involves managing a team of engineers to oversee regular support operations.</p><p>Key Responsibilities:</p><ul><li>Provide customer and technical support to customers through inbound phone, chat and email requests.</li><li>Independently identify, troubleshoot, document, categorise and replicate customer problems and then escalate complex problems according to defined escalation procedures</li><li>Communicate bug fixes and new product enhancements to customers</li><li>Report enhancement requests received from customer regarding hardware, application, or documentation</li><li>Ensure all the relevant dashboards are updated</li><li>Analysing call logs to spot trends and underlying issues.</li><li>Follow up and make scheduled call backs to customers where necessary.</li><li>Partner with Technical Support team members on various strategic projects when needed</li><li>Build relationships with customers as required. Develop and maintain efficient and effective operations leading to ongoing enhanced customer experiences</li><li>Evaluation of current processes, technology, and organisational skills to identify areas of improvement and opportunities for advancement.</li></ul><p>Knowledge, Skills and Experience:</p><ul><li>Proven experience in Customer and Technical support</li><li>Deep passion for customer success, coupled with a driving motivation to solve customer problems and continually improve their experience</li><li>Excellent written and verbal communication skills and relationship building skills</li><li>A high-energy, self-starter, independent decision maker and risk-taker who sets steep personal and business goals and successfully develops and executes plans to achieve them.</li><li>The ability to maintain calm under pressure</li><li>Efficiency and organisational skills</li><li>Ability to think strategically and to lead</li><li>Advanced troubleshooting and multi-tasking skills</li><li>Flexible to work in shifts</li></ul><p> </p> •
Last updated on Aug 15, 2018