Job Description

Job description

Overall work-experience of 10+ years in technical support management.

Strong Experience in managing technical support professionals.

Strong people management and customer support management

Excellent written and verbal communication skills.

Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.

Continuously raises the bar on what defines customer service delivery.

Excellent situational awareness in handling objections in dynamic customer environments.

Provide guidance, mentoring, training, and delegate responsibilities to managers enabling their professional growth and development Answers customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.

Ensure that all subordinates have the expertise required to perform their job and achieve development at work, but also the expertise to prevent the risk of illness and accidents at work

Ensure that the global technical support teams are adequately staffed

Responsible to maintain and increase the productivity of the team Accountable and responsible for the KPIs set for the technical support teams Ensures close collaboration between RD and the technical support team to better serve the customers

Ensures that the team manages the knowledge base for Products in responsibility areas Responsible for planning and conducting product trainings Ensure high quality and on-time resolution for customer complains Good to have: C/C++ Java, ReactJS C#,.Net