Establish and manage global 24/7 support service combining complicated SW and HW product.
Develop and implement effective strategies, policies, and procedures to ensure efficient and high-quality Technical Support services
Monitor and analyze support metrics to identify areas for improvement and make data -driven decisions to enhance team performance and customer satisfaction.
Collaborate with cross-functional teams, such as product development and customer success, to ensure effective communication and timely resolution of customer issues.
Serve as an escalation point for complex customer issues and provide guidance and support to the team in resolving them.
Develop and deliver training programs to enhance the technical skills and knowledge of the support team.
Prepare and present reports on team performance, key metrics, and customer feedback to senior management.
Requirements: proven experience in managing a Technical Support team or a similar role.
Excellent technical troubleshooting and problem-solving skills to analyze complex issues and provide effective solutions.
Strong customer service orientation with a dedication to delivering an outstanding support experience.
Proficiency in using support tools and systems to manage and track customer issues.
Ability to work in a fast-paced environment and handle multiple priorities with a sense of urgency.
Excellent organizational and time management skills to prioritize tasks and meet deadlines.
Familiarity with software and hardware technologies, systems, and networks.
Ability to work independently and collaboratively in a team environment.
Strong analytical and problem-solving abilities.
This position is open to all candidates.
