L1 Technical Support Manager (2 years contract)

Overview

We are looking for a Manager, Technical Support Specialist (TSS) to join our Technical Support team in providing stellar support to our customers, based on well-defined service level objectives. You will manage our support center, providing Level 1 support when appropriate, and work with the Application Development team on more complex issues. This role will also participate actively in pre-sales engagements, supporting the Sales team in customer engagements and demos.

Responsibilities

• Operate the support center, ticketing system and subscription management system in order to take a holistic view when providing support to customers.
• Provide Level 1 support by being the first point of contact for customers who require assistance, across multiple channels, such as emails or helpdesk software.
• Actively document and track potential issues and bugs, and work with the Application Development team to resolve them.
• Write and maintain technical documentation, user guides and other support content.
• Formulate and fine tune support processes so that the team continues to provide top-notch support to customers.
• Support the Sales team in customer engagements and demos, including configuration of demos, setting up of trial accounts, responding to technical queries, assisting field trials and so on.
• Onboarding and training of new users

Requirements

• Relevant Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering or related fields.
• At least 2 to 4 years of direct technical customer support experience, preferably with a SaaS or technology-based business.
• Technically inclined with the ability to quickly learn and understand our software solution and its many intricacies.
• Excellent interpersonal skills which will be important when interacting with customers and assessing their, sometimes unspoken, needs.
• Proficient in technical written communication and documentation.
• Experience with well-known helpdesk software such as Zendesk or Jira Service Desk will be a bonus.
• Programming experience beyond simple scripts will be a bonus