The Tech Support Manager role will have customer facing responsibility & involves managing a team of engineers to oversee regular support operations.

Key Responsibilities:

• Provide customer and technical support to customers through inbound phone, chat and email requests.
• Independently identify, troubleshoot, document, categorise and replicate customer problems and then escalate complex problems according to defined escalation procedures
• Communicate bug fixes and new product enhancements to customers
• Report enhancement requests received from customer regarding hardware, application, or documentation
• Ensure all the relevant dashboards are updated
• Analysing call logs to spot trends and underlying issues.
• Follow up and make scheduled call backs to customers where necessary.
• Partner with Technical Support team members on various strategic projects when needed
• Build relationships with customers as required. Develop and maintain efficient and effective operations leading to ongoing enhanced customer experiences
• Evaluation of current processes, technology, and organisational skills to identify areas of improvement and opportunities for advancement.

Knowledge, Skills and Experience:

• Proven experience in Customer and Technical support
• Deep passion for customer success, coupled with a driving motivation to solve customer problems and continually improve their experience
• Excellent written and verbal communication skills and relationship building skills
• A high-energy, self-starter, independent decision maker and risk-taker who sets steep personal and business goals and successfully develops and executes plans to achieve them.
• The ability to maintain calm under pressure
• Efficiency and organisational skills
• Ability to think strategically and to lead
• Advanced troubleshooting and multi-tasking skills
• Flexible to work in shifts