Technical Support Manager

hace 2 meses

Ciudad de México, Ciudad de México EVO Payments Mexico, S. de R.L. de C.V. A tiempo completo

At EVO Payments Mexico, S. de R.L. de C.V., we empower businesses to facilitate seamless transactions between buyers and sellers through our innovative payment solutions. Our dedicated team supports numerous enterprises, financial institutions, and cardholders, enabling them to thrive in a competitive landscape. We are committed to excellence and are eager to shape the future of payment technology.

Role Overview

The Delivery Support Manager is responsible for overseeing the implementation and transition of intricate information technology solutions within the payment card sector. This role entails managing teams that execute implementation and conversion projects, fostering strong client relationships, and ensuring satisfaction throughout the process. Key responsibilities include client engagement, scope development, budget analysis, labor planning, and coordinating activities between clients and team members. The manager will monitor project completion from initiation to delivery, ensuring alignment with revenue and cost expectations. Additionally, this role involves overseeing the performance of installations and client acceptance of capitalized equipment and enterprise software systems.

Key Responsibilities

  • Lead and support team members in executing high-risk client mainframe changes for implementations and production clients.
  • Ensure comprehensive client support, including the setup of processing terms, fee structures, and account information.
  • Drive process improvements by developing and implementing macros for high-volume changes and generating ad-hoc reports for clients.
  • Serve as the primary escalation point for client issues during the implementation process, ensuring timely resolution and high satisfaction.
  • Monitor resources and workloads, identifying additional needs to enhance client support quality.
  • Prepare and present monthly, quarterly, and ad hoc metrics to executive management, covering project statuses and client interactions.
  • Conduct audits to verify documentation and pricing accuracy in line with contractual agreements.
  • Perform other duties as assigned.

Qualifications

Minimum Requirements

  • Bachelor's Degree in a relevant field.
  • At least 6 years of professional experience, with a preference for 1-2 years in a supervisory capacity.
  • Relevant experience may be considered in lieu of a degree.

Preferred Qualifications

  • No specific preferences identified.

Desired Skills and Capabilities

No specific skills identified.

  • Technical Support Manager

    hace 2 meses

    Ciudad de México, Ciudad de México Fortinet A tiempo completo

    Job Summary: We are seeking a highly skilled Technical Support Manager to join our team at Fortinet. As a Technical Support Manager, you will be responsible for leading a team of technical support engineers and ensuring that our customers receive exceptional support and service. Key Responsibilities: Team Leadership: Lead a team of technical support...

  • Technical Support Engineering Manager

    hace 4 semanas

    Ciudad de México, Ciudad de México Datadog A tiempo completo

    Job Title: Technical Support Engineering ManagerAt Datadog, we're seeking a highly skilled Technical Support Engineering Manager to join our team. As a Technical Support Engineering Manager, you will be responsible for leading a team of Technical Support Engineers and ensuring that our customers receive exceptional support.Key Responsibilities:Lead a team of...

  • Technical Support Manager

    hace 2 meses

    Ciudad de México, Ciudad de México Fortinet A tiempo completo

    Job Summary:We are seeking a highly skilled Technical Support Manager to join our team at Fortinet. As a Technical Support Manager, you will be responsible for leading a team of technical support engineers and ensuring that our customers receive exceptional support and service.Key Responsibilities:Lead a team of technical support engineers and provide...

  • Technical Support Manager

    hace 3 semanas

    Ciudad de México, Ciudad de México Fortinet A tiempo completo

    Job Summary:Fortinet is seeking a highly skilled Technical Support Manager to lead our team of technical support engineers. The successful candidate will have a strong background in technical support, leadership, and customer service.Key Responsibilities:Provide first-level supervision to a team of technical support engineers, managing workload, response,...

  • Technical Support Engineering Manager

    hace 3 semanas

    Ciudad de México, Ciudad de México Datadog A tiempo completo

    Unlock Your Potential as a Technical Support Engineering ManagerMexico City, MexicoAt Datadog, we're on a mission to empower our customers with the best technical support experience. As a Technical Support Engineering Manager, you'll play a critical role in shaping our team's success and driving customer satisfaction.Your Key Responsibilities:Lead and...

  • Technical Support Manager

    hace 3 semanas

    Ciudad de México, Ciudad de México Avaya Corporation A tiempo completo

    About the RoleThe Technical Support Manager is a critical position within Avaya Operations Services, responsible for ensuring customer satisfaction and meeting operational service level agreements. This role requires a strong focus on customer service, a deep understanding of Avaya's products, and the ability to leverage resources across technical teams to...

  • Technical Support Manager I

    hace 3 semanas

    Ciudad de México, Ciudad de México Avaya A tiempo completo

    About AvayaAvaya is a leading provider of innovative solutions for businesses, helping them deliver exceptional customer experiences. As a Technical Support Manager I, you will play a critical role in ensuring customer satisfaction and meeting operational service level agreements.Key ResponsibilitiesAct as a liaison between Avaya Operations Services and...

  • Technical Support Engineering Manager

    hace 2 meses

    Ciudad de México, Ciudad de México Datadog A tiempo completo

    Job Summary:We are seeking a highly skilled Technical Support Engineering Manager to join our team at Datadog. As a Technical Support Engineering Manager, you will be responsible for leading a team of Technical Support Engineers (TSEs) and ensuring the success of our customers.Key Responsibilities:Manage and develop a team of TSEs to provide exceptional...

  • Technical Support Manager

    hace 3 semanas

    Ciudad de México, Ciudad de México Avaya Corporation A tiempo completo

    About the OpportunityWe are seeking a highly skilled Technical Support Manager to join our team at Avaya Corporation. As a critical member of our Delivery Management team, you will act as a liaison between Avaya Operations Services and customers to ensure customer satisfaction and meet operational service level agreements.Key ResponsibilitiesEstablish...

  • Technical Support Specialist

    hace 2 semanas

    Ciudad de México, Ciudad de México Avaya A tiempo completo

    About the OpportunityWe are seeking a highly skilled Technical Support Specialist to join our team at Avaya. As a Technical Support Specialist, you will be responsible for providing onsite support of systems in production subsystems and/or software and/or hardware applications to customers or field personnel using remote and telephone diagnostic...

  • Technical Support Manager

    hace 1 mes

    Ciudad de México, Ciudad de México Audible A tiempo completo

    **About This Role**Our technology teams play a crucial role in connecting listeners with millions of stories by envisioning, designing, developing, and testing the software and applications that comprise Audible's platform. As a Support Engineering Manager, you will anticipate and identify potential obstacles before they occur, and implement solutions that...

  • Technical Support Engineering Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México Datadog A tiempo completo

    Technical Support Engineering ManagerAt Datadog, we're looking for a seasoned Technical Support Engineering Manager to join our team. As a key member of our Technical Solutions team, you'll be responsible for leading a team of Technical Support Engineers and people managers, ensuring they have the skills and knowledge needed to deliver exceptional customer...

  • Technical Support Engineering Manager

    hace 1 mes

    Ciudad de México, Ciudad de México Datadog A tiempo completo

    Technical Support Engineering ManagerAt Datadog, we're looking for a skilled Technical Support Engineering Manager to join our team. As a key member of our Technical Solutions team, you'll play a critical role in enabling our worldwide growth by educating potential clients and ensuring existing customers are happy and successful.Key Responsibilities:Manage...

  • Technical Support Engineering Manager

    hace 2 meses

    Ciudad de México, Ciudad de México Datadog A tiempo completo

    Technical Support Engineering ManagerAt Datadog, we're looking for a skilled Technical Support Engineering Manager to join our team. As a key member of our Technical Solutions team, you'll play a critical role in enabling our worldwide growth by educating potential clients and ensuring existing customers are happy and successful.Key Responsibilities:Manage,...

  • Technical Support Engineering Manager

    hace 3 semanas

    Ciudad de México, Ciudad de México Datadog A tiempo completo

    Technical Support Engineering ManagerAt Datadog, we're looking for a skilled Technical Support Engineering Manager to join our team. As a key member of our Technical Solutions team, you'll play a critical role in enabling our worldwide growth by educating potential clients and ensuring existing customers are happy and successful.Key Responsibilities:Manage,...

  • Technical Support Engineering Manager

    hace 1 mes

    Ciudad de México, Ciudad de México Datadog A tiempo completo

    Technical Support Engineering ManagerAt Datadog, we're looking for a skilled Technical Support Engineering Manager to join our team. As a key member of our Technical Solutions team, you'll play a critical role in enabling our worldwide growth by educating potential clients and ensuring existing customers are happy and successful.Key Responsibilities:Manage,...

  • Technical Support Manager I

    hace 2 semanas

    Ciudad de México, Ciudad de México Avaya Corporation A tiempo completo

    At Avaya Corporation, we're committed to delivering exceptional customer experiences that drive business momentum. As a Technical Support Manager, you'll play a critical role in ensuring customer satisfaction and meeting operational service level agreements.Key Responsibilities:Establish strong relationships with clients to drive technical issues to...

  • Technical Support Specialist

    hace 1 semana

    Ciudad de México, Ciudad de México Avaya A tiempo completo

    About the Role:We are seeking a skilled Technical Support Specialist to join our team at Avaya. As a Technical Support Specialist, you will be responsible for providing expert-level support to our customers and internal teams for Avaya communication systems, including IP/SIP Systems, converged systems, and Contact Center solutions.Key...

  • Technical Support Manager I

    hace 3 semanas

    Ciudad de México, Ciudad de México Avaya Corporation A tiempo completo

    About the OpportunityThe role of Technical Support Manager is a critical and complex position within Avaya Corporation. As a liaison between Avaya Operations Services and customers, you will ensure customer satisfaction and meet operational service level agreements based on contractual obligations.Key ResponsibilitiesEstablish a relationship with clients for...

  • Technical Support Manager

    hace 3 semanas

    Ecatepec de Morelos, México CrowdStrike A tiempo completo

    About the Role: CrowdStrike is seeking a Technical Support Manager to join our team in Mexico. The Manager of Technical Support will provide technical expertise, leadership, and support of the daily activities of the Technical Support Engineering team, providing support for external and internal customer questions, escalations, and support related requests....