Technical Support Manager (East/Up to $8k) (ID: 669606)

Job Description:
The Technical Support Manager plays a pivotal role in leading and managing the technical support team to ensure exceptional service delivery.

Primary Functions:

Team Leadership and Management

• Oversee and guide the technical support team to uphold productivity and team morale.
• Conduct frequent training sessions to keep the team well-versed in the latest technologies and support methodologies.
• Establish clear objectives, goals, and performance expectations for team members.
• Manage recruitment, onboarding, and performance assessments of team members.

Customer Support

• Supervise the resolution of customer concerns while ensuring high levels of customer satisfaction.
• Serve as the escalation point for complex or unresolved technical challenges.
• Monitor customer feedback and proactively address recurring concerns or dissatisfaction.
• Develop and implement customer support strategies to enhance service quality.

Operational Oversight

• Develop and maintain Standard Operating Procedures (SOPs) for technical support functions.
• Ensure the team adheres to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Implement tools and systems for ticketing, reporting, and communication to streamline operations.
• Analyze support trends to refine workflows and enhance efficiency.

Technical Expertise

• Maintain comprehensive knowledge of the company’s products, services, and technologies.
• Provide technical guidance and troubleshooting expertise to the support team.
• Work closely with product and engineering teams to resolve recurring technical issues.
• Stay updated on industry trends and integrate best practices into the support process.

Communication and Collaboration

• Act as a bridge between the support team and departments such as sales, marketing, and product development.
• Deliver regular reports and insights to senior management regarding team performance, customer satisfaction, and operational challenges.
• Coordinate with external vendors and partners to resolve third-party issues impacting customers.
• Demonstrate clear and effective communication, both verbal and written, for customer issue resolution, team collaboration, and stakeholder presentations.
• Explain technical concepts in a way that is easily understood by non-technical audiences.

Strategic Planning

• Design and implement strategies to scale support operations in alignment with business growth.
• Allocate resources efficiently to meet current and future support requirements.
• Develop and enforce customer service policies that align with company objectives.

Risk Management

• Identify potential risks within the support process and establish mitigation strategies.
• Ensure compliance with regulatory requirements and data protection policies when applicable.

Metrics and Reporting

• Track key support metrics such as first-response time, resolution time, Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS).
• Leverage data-driven insights to improve support processes and decision-making.

Requirements:

• A minimum of five years of experience in technical support, customer service, or IT management.
• Hands-on experience in troubleshooting software, hardware, networking, or system-related issues.
• Proficiency in Operating Systems (Windows, Linux, macOS), Networking (DNS, DHCP, firewalls, VPNs), Cloud Platforms (AWS, Azure, Google Cloud), and Application Support Tools (e.g., ticketing systems, monitoring solutions).
• Experience with helpdesk software (e.g., Zendesk, Freshdesk), CRM platforms (e.g., Salesforce), and monitoring tools (e.g., Nagios, SolarWinds, Datadog).
• Familiarity with ITIL frameworks or similar methodologies.
• A degree in Cybersecurity, Computer Science, Information Technology, IT Engineering, or Business Administration.
• Additional certifications such as CompTIA A+, Azure Administrator, AWS Solutions Architect, CCNA, ITIL Foundation, ScrumMaster, or Six Sigma are a plus.
• Strong abilities in goal setting, performance evaluation, and feedback delivery.
• Excellent organizational, project management, and strategic planning skills.
• Strong conflict resolution skills and adaptability in fast-paced environments.
• Expertise in troubleshooting and diagnosing technical issues effectively.
• A strong commitment to delivering high-quality service and customer satisfaction.
• Ability to handle escalations while maintaining professionalism at all times.

Interested candidates, who wish to apply for the advertised position, please apply now for the below role.
We regret that only shortlisted candidates will be notified.

EA License No.: 01C4394 (PERSOLKELLY SINGAPORE PTE LTD)

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