The Technical Support Manager is responsible for leading and managing the Technical Support Team, ensuring efficient and effective resolution of customer issues while maintaining high customer satisfaction.
This role involves overseeing the team's operations, providing leadership and technical guidance, handling escalations, and collaborating with other departments to continuously enhance support processes.
Main Responsibilities:
Lead and oversee the day-to-day operations of the Technical Support Team.
Manage and develop team members, including hiring, training, coaching, and performance evaluations.
Provide leadership and support in resolving complex technical issues while ensuring team members are equipped with the necessary tools and knowledge.
Handle and prioritize customer escalations to ensure timely and satisfactory resolutions.
Collaborate with cross-functional teams (e.g., Product Development, Quality Assurance) to address recurring customer issues and improve product performance.
Develop and implement strategies, processes, and procedures to optimize the efficiency and effectiveness of the support team.
Monitor, analyze, and report on support metrics and KPIs to identify trends, gaps, and opportunities for improvement.
Build and maintain strong relationships with key customers, ensuring their needs are understood and addressed with exceptional service.
Drive initiatives to enhance customer experience, including the development of support materials and resources for both the team and customers.
Stay updated with the latest technologies to ensure the team's knowledge and skills remain current.
Qualifications and Skills:
A minimum of a Professional Certificate, Diploma in Computer Science/Information Technology, or an equivalent qualification.
Strong leadership and people management skills, with proven experience managing teams.
Excellent customer service and communication skills for working with internal and external stakeholders.
Solid technical expertise, including experience with:
Linux systems
Cloud platforms
Network settings and troubleshooting
Scripting and automation (advantageous)
Proven experience in technical support or customer service management.
Strong problem-solving and analytical abilities.
Language proficiency: Mandarin and English are required.#J-18808-Ljbffr