Technical Support Manager

Job Description

As a Technical Support Manager, you will oversee and guide a team of technical support specialists, ensuring high-quality support for our software products. You will drive process improvements and provide support for escalated issues while fostering a culture of excellence within your team.

Responsibilities

• Lead technical support initiatives to improve customer satisfaction.
• Supervise technical staff and conduct regular performance reviews.
• Assist in the development of training programs for support personnel.
• Work closely with engineering teams to resolve product-related issues.
• Analyze support tickets and identify areas for system or process improvement.
• Manage escalated customer concerns with a focus on satisfactory resolution.
• Foster a positive work environment that encourages knowledge sharing and collaboration.

Requirements

Education

• Bachelor's Degree in Information Systems or related field
• MBA preferred

Experience

• 5+ years of experience in tech support management or IT operations

Technical Skills

• Technical Problem Solving
• Software Development Lifecycle Knowledge

Soft Skills

• Analytical Skills
• Interpersonal Skills

Certifications

• Microsoft Certified: Azure Fundamentals
• Scrum Master Certification

Languages

• English: Fluent

Advantageous

• Certifications in cloud computing: Knowledge in cloud services and platforms is a plus.
• Previous experience in software QA: Experience with quality assurance processes in software development.

Benefits

• Flexible working arrangements
• Pension plan with employer match
• Access to training and certifications
• Annual bonus based on performance

Company Culture

• Empowerment: We empower our employees to innovate and take ownership of their work.
• Work-Life Balance: We understand the importance of work-life balance and offer flexible working arrangements.
• Learning Environment: Our culture is built on continuous learning and professional development opportunities.