Support Manager

Job description

  • Managing our 1st & 2nd Tier Support department for the company’s software solutions and features for
    users and clients across the organizational enterprise
  • Managing and upholding the troubleshooting escalation process, ensure client’s retention
  • Establishing and maintaining strong relationships across the company with staff/clients
  • Responsibility for the company’s knowledge base, user guides, standards and processes. Writing and
    designing the company internal website & Newsletters
  • Ownership on training sessions for internal personnel on new features and solutions within the system
  • Identifying gaps in the support process and amending it accordingly
  • Integral part of the company’s management team, particularly the customer success department

Job requirements

  • Prior experience in Support B2B products, at least 3 years – Must
  • Experience in managing a Support department – Advantage
  • Academic degree with a Technological Background – Must
  • B.Sc. degree in Industrial Engineering / Computer Science – Advantage
  • High-level English skills, spoken and written – Must
  • MS SQL knowledge – Must
  • Excel, high knowledge is required
  • Excellent analytical skills, technical and IT aptitude
  • Willingness to work weekends