TECHNICAL SUPPORT MANAGER
The Technical Support Manager is responsible for managing the day to day customer service activities of the frontline support centre team to ensure a great service experience. Managing staff and budgets, facilitating employee skills development, acting as a point of escalation, motivating and making duty assignments are included in this job’s responsibilities. This role will also require cross-functional consultation with a variety of internal departments in order to ensure that any customer issue is resolved fully and quickly, and where needed process changes are made to prevent further issues from arising.
KEY RESPONSIBILITIES :
- Manage customer support level 1, level 2, and DBA resources.
- Manage and ensure the highest level of service for our clients through monitoring of day-to-day support team work activities.
- Continuously manage and review customer facing service levels and compliance with commitments, quality levels and KPI objectives.
- Act as a first level escalation point of contact for customer issues; effectively engage other internal Operational teams to meet customer expectations.
- Coach and mentor technical support staff and develop training and development plans to ensure continuous learning and improvement.
- Develop processes and procedures based on client needs and best practices. Ensure that processes are followed and advise changes that would be beneficial.
- Assist with continuous improvement initiatives both within Customer Support and in other departments.
SPECIFIC COMPETENCIES:
- Technical background in one or more of the following, coupled with a working knowledge of most or all of: Windows Server, RedHat, Cloud Linux,Debian, and/or various Linux O/S; Microsoft SQL; UNIX and/or Microsoft commands/utilities including but not limited to Apache or IIS, FTP, telnet, ssh, SMTP, POP, IMAP; common TCP/IP protocols such as telnet, ssh, ftp, smtp; familiarity with most basic system administration tools and processes.
- Ability to manage technical staff, including guidance and support for troubleshooting.
- Ability to work effectively with internal departmental members and peers from other departments.
- Must demonstrate the capacity and desire for continued, independent learning.
- Excellent organization, time management/prioritization and follow-up skills.
- Excellent customer relation, facilitation and communication skills.
- Must love to talk to customers and help them define business needs.
- Ability to manage multiple activities/projects.
- Willingness to work with members or group to achieve common goal.
- Sense of fun and play and enjoy a fast paced dynamic environment.
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