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Technical Client Support Manager

Company Name Confidential

Keywords / Skills : Operations Manager, Service delivery manager, Technical Support Manager, IT Servicedesk Manager

5 - 10 years
Posted: 2018-11-07

Job Description
  • Lead, manage, and further develop a best-in-class, customer-centric Technical Support team. 
  • Create and drive best practice solutions and methodologies for Technical Support team to exceed customer expectations and to increase Technical Support team efficiency; create and manage related documentation. 
  • Develop and track support metrics such as SLA, First Response Time, Time to Resolution, and Customer Satisfaction; deliver regular reports that provide qualitative and quantitative descriptions of our technical support performance. 
  • Monitor our support ticket queue with an emphasis on meeting targeted metrics and managing escalations to resolution. 
  • Manage workflows and schedules of direct reports and ensure adequate coverage in a 24x7 customer operating environment. 
  • Develop Technical Support team’s capability to identify root causes and implement corrective actions to build long term customer loyalty. 
  • Advocate for our customers internally and work closely with cross-functional teams to define ways to continually add value to the customer experience. 
  • Work closely with our channel partners to ensure that partner Tier 1 support is being satisfactorily delivered to our customers and to collaboratively address escalated issues as appropriate. 
  • Master US Payment product capabilities and serve as a subject matter expert for our clients and partners. 
  • Personally handle escalated client calls and client tickets as appropriate. 
  • 5+ years of technical customer support experience supporting enterprise level, mission-critical SaaS applications with at least 3 years as a technical support lead with proven expertise and leadership experience in driving technical support standards and procedures as well as management of technical support teams. 
  • Fanatical commitment to customer success and deep knowledge of customer service principles and practices. 
  • Experience using Salesforce or similar platform for posting and processing support request tickets. 
  • Demonstrated ability to collaborate effectively across Sales, Engineering, and Product teams, as well as with our channel partners. 
  • Advanced analytical skills and a demonstrated motivation to solve tough technical problems. 
  • Strong technical aptitude with a desire for continuous learning and improvement. 
  • Excellent communication skills and ability to speak and write clearly and accurately, particularly as it relates to technical concepts. 
  • Passionate about quality, performance, reliability, and scalability. 
  • Strong process, organization, and project management skills. 
  • A strong sense of urgency. 
  • Bachelor’s degree or equivalent combination of education and experience. 
  • Amenable to work in Makati City, Philippines, Day Shift

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