עדיין מחפשים עבודה במנועי חיפוש? הגיע הזמן להשתדרג!
במקום לעבור לבד על אלפי מודעות, Jobify מנתחת את קורות החיים שלך ומציגה לך רק משרות שבאמת מתאימות לך.
מעל 80,000 משרות • 4,000 חדשות ביום
חינם. בלי פרסומות. בלי אותיות קטנות.
מלאה
25,000-35,000 ₪
We are looking for a talented, experienced Technical Support Manager to lead our Tech support team.
As Technical Support Manager, you will be responsible for leading Customer Support T1 and T2 teams that focus on maintaining a high level of customer satisfaction for international customers, while collaborating effectively with internal cross-functional teams.
Responsibilities
The Technical Support Manager is a frontline management role with two primary responsibilities:
Services and solution delivery
Manage a team of technical support representatives and supervisors, including hiring, training, evaluating performance, leading processes and technical leadership
Set goals, objectives, and metrics for the support team to ensure high quality customer service, first call resolution, and response times meet service level agreements (SLAs) - both internal and external
Lead root cause analysis efforts on major system failures or persistent technical issues and coordinate solutions with relevant teams
Work cross-functionally with IT, software development, training, and other groups to implement strategies to proactively prevent recurring technical issues
Develop and maintain technical support's annual budget, including expenditures for staffing, training, licensing, and tooling
Be the focal point of deep technical tickets.
Personnel management
Manage Tier 1 outsource team and direct manager of Tier 2 support teams.
Decision taking.
Progress review
Career development
As Technical Support Manager, you will be responsible for leading Customer Support T1 and T2 teams that focus on maintaining a high level of customer satisfaction for international customers, while collaborating effectively with internal cross-functional teams.
Responsibilities
The Technical Support Manager is a frontline management role with two primary responsibilities:
Services and solution delivery
Manage a team of technical support representatives and supervisors, including hiring, training, evaluating performance, leading processes and technical leadership
Set goals, objectives, and metrics for the support team to ensure high quality customer service, first call resolution, and response times meet service level agreements (SLAs) - both internal and external
Lead root cause analysis efforts on major system failures or persistent technical issues and coordinate solutions with relevant teams
Work cross-functionally with IT, software development, training, and other groups to implement strategies to proactively prevent recurring technical issues
Develop and maintain technical support's annual budget, including expenditures for staffing, training, licensing, and tooling
Be the focal point of deep technical tickets.
Personnel management
Manage Tier 1 outsource team and direct manager of Tier 2 support teams.
Decision taking.
Progress review
Career development
Requirements:
Proven 5+ years as tech support manager with deep tech understanding.
Ability to handle and have full ownership of critical and complex technical tickets.
Experience with customer interface and communication and engagement
Strong root cause analysis skills with experience in debugging, working with testing teams, and efficiently resolving technical issues
Ability to drive project-based and ad-hoc work and manage tasks, schedules, and deliverables.
Proven ability to manage technical personnel and processes associated with SDLC and related professional services
Practical knowledge of web services, APIs, and other relevant technologies.
Demonstrated ability to effectively develop support tools
Skilled in defining work processes, providing guidance, and establishing SLAs and KPIs
Strong problem-solving skills with the ability to manage multiple complex customer issues and drive them to resolution.
Effective communication skills in English, at all organizational levels, including written, oral, and presentation skills
Proven 5+ years as tech support manager with deep tech understanding.
Ability to handle and have full ownership of critical and complex technical tickets.
Experience with customer interface and communication and engagement
Strong root cause analysis skills with experience in debugging, working with testing teams, and efficiently resolving technical issues
Ability to drive project-based and ad-hoc work and manage tasks, schedules, and deliverables.
Proven ability to manage technical personnel and processes associated with SDLC and related professional services
Practical knowledge of web services, APIs, and other relevant technologies.
Demonstrated ability to effectively develop support tools
Skilled in defining work processes, providing guidance, and establishing SLAs and KPIs
Strong problem-solving skills with the ability to manage multiple complex customer issues and drive them to resolution.
Effective communication skills in English, at all organizational levels, including written, oral, and presentation skills
This position is open to all candidates.
במקום לעבור לבד על אלפי מודעות, Jobify מנתחת את קורות החיים שלך ומציגה לך רק משרות שבאמת מתאימות לך.
מעל 80,000 משרות • 4,000 חדשות ביום
חינם. בלי פרסומות. בלי אותיות קטנות.
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