Senior Technical support manager
At least 2 years of experience in leading multi-tier technical support call center.
Nice to have:
Experience with setting up and maintaining systems for a call center, tickets, chat and knowledgebase for internal and external use.
Ability to run analytics and understand KPIs as well as continue to explore new ways to get a better comprehension of the customer's needs.
Problem and Incident Management according to standards.
Managing main support hours 5am-6pm (AZ US time M-F)
Establish work procedures and processes according to department standards.
Lead and prioritize work load, handle escalations, etc.
Raise support related concerns, issues and improvement feedback to the management.
Maximize team productivity
The ability to focus on a single project in the product American company
Comfortable work environment
Medical insurance included after the trial period
Lessons with native speaker included in workflow twice a week