לוח משרות דרושים מנהל תמיכה טכנית עבודה היברידית

we are looking for an experienced Technical Support Team Leader who will lead a team of 6 Technical Support agents.
The Team Leader needs to have a solid technical background as well as leadership background to effectively support and drive success of our Tier 2 Technical Support Team.
This role requires the ability to prioritize and multitask, solve problems and manage incidents professionally as well as to inspire greatness and drive achievement of KPIs across the team.
Role definition and responsibilities:
Create an inspiring team environment and lead a Team OF 6 T2 Technical Support Agents located across global sites
Delegate tasks and set deadlines for completion
Monitor team performance & metrics
Drive continued achievement and improvement of KPIs
Carry out weekly / monthly analysis to identify trends and suggest proactive actions to improve performance
Discover training opportunities and provide coaching sessions for Tier 2 and Tier 1 Support
Drive the Knowledge article writing initiative
Attend customer calls with Key clients where necessary as the technical expert
Work closely with our R&D department tracking bugs and driving to meet SLAs
Report to management and stakeholders about KPIs and results

Our company develops state-of-the-art artificial intelligence SaaS solutions for cancer diagnostics.
Our cutting-edge technology is transforming the diagnosis of cancer, leading to rapid and accurate decision making and providing new diagnostic insight to enable precision medicine.
Our company is a well-funded start-up with global presence and headquarters in the USA and Israel.
Our world class team of researchers, engineers and medical experts is growing, as is our customer base, and we continue to invest in the success of our customer to maximize the impact on patient care.
If you are an outstanding professional, passionate about your work, a team player and want to make a difference in the lives of millions of people Come join us!
Responsibilities:
We're looking for a motivated and experienced Senior Director of Services and Support to lead the implementation, services and technical support for our customers throughout their journey with us.
The role will require the successful individual to work closely with the Customer Success team to establish positive relationships with customers, optimize customer deployments and lead customer support, accelerate projects and provide customer input to internal Product and R&D teams.
As Senior Director of Service and Support, you will be responsible for:
Driving quality and planning at the customer site to ensure all installations and upgrades are well managed and the customer enjoys a positive experience of working with our products and personnel.
Partner with Customer Success to assist in providing the best support to customers and partners.
Provide strong project management to plan, monitor and track customer projects and accounts.
Provide ongoing technical and product support (levels 1 to 3) to partners, customers and users .
Serve as primary contact of on-boarding of new customers and research partners.
Proactively identify opportunities for improvement and resolve issues.
Represent the voice of the customer/partner to provide input into the product
development and sales process.