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.
- 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.
- 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.
