Manages Technical Support sub-team (50%)
- Coordinates team activities to ensure resources are available to meet needs
- Assigns projects, follow up and escalations to maximize team efficiency
- Assigns and coordinates required after-hours work, rotations, and coverage
- Identifies improvement opportunities
- Coordinates with other teams to ensure Customer satisfaction and operational efficiency
- Supervises team members to achieve their individual goals and objectives
Provides ultimate escalation for critical or sensitive issues or Customers (30%)
- Oversee follow up and resolution for escalated issues
- Interface with Customers on high-profile, sensitive, or complex incidents or accounts
- Communicates with key business leaders about Customer satisfaction issues
- Provides backup and/or resources for team members encountering challenging situations
- Participates in backup support where necessary for after-hours support
International Business Development (10%)
- Support the international business development team in the creation of a support channel for each new international market being developed.
- Create a plan for the incubation, growth, and eventual integration of emerging markets to eventually be supported by the global support team and their standard processes.
Equips team to accomplish work efficiently and effectively (10%)
- Writes, reviews and updates processes, procedures, and work instructions
- Monitors work done by team and ensured quality of outcomes
- Reports out on metrics of team performance
- Ensures complete documentation of project and incident work
Required Experience
BS in business, computer science or closely related field.
Good understanding of the practical deployment of ITIL/ISO20000 Service Management best practice or similar. Governing incident, problem, change and technology systems management.
6+ years’ experience of operating a technical support function internationally, covering time critical support operations in a Customer software delivery service.
Good grounding in current Microsoft Technologies both desktop and web (.net), understanding of network and infrastructure.
Understand of Microsoft SQL database technologies and SQL scripting.
Experience of multi-channel technical support including telephone, web chat, email and self-service support tools.
Proven track record operating a excellent Customer service, proven through clear service metrics and Customer feedback.
Ability to work with a cross section of technical and non-technical stakeholders, proficient in communicating requirements and clear expectations.
Experience of operating technical training of service teams and maintaining technical knowledge bases.
Required Skills