Manager of Technical Support Services

hace 2 semanas


Hermosillo, Sonora, México Necodex A tiempo completo
This vacancy comes from the job board

Position available at Necodex

We are seeking a Technical Support Manager to oversee our support operations.



The ideal candidate will possess a strong customer-oriented approach and a commitment to delivering support services that meet high standards. This role involves driving the resolution of issues and managing escalations effectively. The individual will serve as the primary contact for client escalations and will develop strategies to enhance consistency and efficiency in issue resolution across various business lines.



Key Responsibilities

● Lead the technical support team, ensuring effective management of the ticketing system, workflows, and escalation processes.

● Develop and refine the methodologies, tools, and processes utilized by the technical support team to deliver exceptional service to both internal and external clients.

● Build and nurture a customer-centric team of technical support analysts with diverse skill sets and responsibilities.

● Foster key relationships with departments such as Customer Success, Implementation, Product, and Engineering to align objectives with business needs.

● Monitor service level agreements and assess performance metrics.

● Implement best practices throughout the technical support process.

● Manage a dynamic queue of complex technical support requests, prioritizing based on business impact and ensuring timely completion.

● Lead projects to completion in collaboration with relevant cross-functional teams.

● Prepare and present Root Cause Analysis reports to clients.

● Enhance the escalation process and serve as the escalation point for client concerns.

● Ensure accuracy in ticket data to facilitate reporting.

● Collect and present measurable indicators of project success through detailed reports.

● Coordinate and motivate various teams to meet project deadlines.

● Engage in technical discussions with clients to facilitate understanding.



Qualifications



Essential Skills

● Minimum of 3 years of customer-facing experience with a proven track record in a SaaS startup environment.

● At least 2 years of experience in technical project management, with a history of providing thorough and timely updates using project management tools.

● Background in a Developer role for a minimum of 2 years.

● Bachelor's degree in a relevant technical field.

● Ability to prioritize and execute tasks effectively in a fast-paced environment.

● Familiarity with programming languages and techniques, including Javascript, HTML, and CSS.

● Experience with enterprise support systems such as Zendesk, Hubspot, Salesforce, and Monday.

● Strong organizational, communication, leadership, and customer relationship management skills.

● Proven ability to resolve complex and diverse situations effectively.

● Excellent written and verbal communication skills.

● Self-motivated, collaborative, and goal-oriented with a focus on teamwork.

● BA/BS degree or equivalent professional experience.



Preferred Skills

● 2+ years of experience in a SaaS environment.

● Working knowledge of SQL.

● Familiarity with Accounting practices for corporate and SMB sectors.



Additional Skills

● Experience with ERPs and bookkeeping software.

● Knowledge of Fintech, including digital banking and blockchain.

Desired Education Level:
Higher education - degree required

Desired Experience Level:
Mid-level

Department Function:
Technology / Internet

Industry:
Financial Services

Skills:
  • English
  • Javascript
  • Technical Support
  • SaaS
This vacancy comes from the job board


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