Technical Product Support Manager
15 hours ago
About the Role
We are seeking a dynamic and experienced Technical Product Support Manager to lead our Product Support team. The Product Support team serves as the primary liaison between our customers and the company, ensuring seamless communication and outstanding customer service. In this role, you will be responsible for driving initiatives that enhance customer success, fostering a customer-centric culture, and delivering top-tier support. Reporting directly to the Director of Customer Success, you will play a crucial role in shaping the support strategy, leading a dedicated team, and collaborating across departments to ensure our customers thrive. If you're a technically skilled leader with a passion for customer success and team management, we want to hear from you
This is a hyrbid role. #LI-Hybrid
Key Responsibilities
- Product Knowledge:Develop and maintain an in-depth understanding of Xtremepush SaaS products, staying updated on features, updates, and improvements.
- Technical Expertise:Utilise deep technical knowledge of Xtremepush products to provide expert support, resolving complex technical issues efficiently.
- Cross-Departmental Collaboration:Collaborate with sales, product development, and marketing teams to ensure cohesive customer support and product enhancement strategies.
- Process Improvement:Continuously assess and improve support processes to enhance efficiency and customer satisfaction, implementing best practices.
- Data Analysis:Analyse customer support data and metrics to identify trends, track performance, and implement data-driven improvements.
- Customer Support:Provide exceptional support to clients, addressing queries, issues, and concerns promptly and effectively.
- Team Leadership:Lead, mentor, and manage a team of support professionals, providing guidance and training to enhance skills and service quality.
- Documentation: Create and maintain comprehensive product documentation, including FAQs, troubleshooting guides, and knowledge base articles.
- SLA Management:Monitor and manage Service Level Agreements (SLAs) for support responses and issue resolutions, ensuring adherence to deadlines.
- Escalation Handling:Address escalated customer issues promptly and professionally, coordinating with management or other departments as needed.
- Performance Metrics:Track and analyse support metrics, including customer satisfaction scores, response times, resolution rates, and retention rates.
- Manage and Plan On-Call Rotations: Oversee and coordinate the on-call weekend and public holiday rotation calendar for the Product Support team, ensuring client coverage. Account for time zones and holidays across a global team to maintain seamless support.
Your Experience and Qualifications
- Strong technical background with hands-on experience in troubleshooting and problem-solving, preferably in SaaS products and mobile technologies.
- Proven track record of delivering exceptional customer support and managing customer relationships.
- 2+ years of experience in managing a product support team, demonstrating effective managerial skills.
- Proficiency in data analysis, utilising metrics to drive improvements and make data-driven decisions.
- Ability to thrive in a fast-paced, dynamic environment, with a willingness to learn and adapt to new technologies.
- Experience with Zendesk, Jira, HubSpot, or similar tools required.
- Degree in Computer Science, Business, or related fields preferred.
- This role will require occasional weekend/bank holiday coverage.
Location
Dublin (Ireland). This is a hybrid role (office and remote based).
#J-18808-Ljbffr
-
Senior Product Manager
2 weeks ago
Dublin, Ireland The Product Folks Full timeSquarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains,...
-
Technical Sales Engineer
3 weeks ago
Dublin, Ireland Rise Technical Recruitment Full timeGraduate Technical Sales Engineer Dublin or Cork €40,000 + Car + 28 Days Holiday Excellent opportunity for an Engineering Graduate looking to join a company who are renowned for their fantastic training and development programmes and will make you an outstanding Technical Sales Engineer.On offer is the chance to join a company who will offer you internal...
-
Dublin, IE, D02 H638 Ornua Full timeOrnua is an Irish dairy co-operative that markets and sells dairy products on behalf of its Members, Ireland’s dairy processors and, in turn, Irish dairy farmers. Ornua is Ireland’s largest exporter of Irish dairy products and has annualised sales of €3.4 billion. Headquartered in Dublin, Ornua has a strong global team of 2,900 employees, operating...
-
Technical Operations Project Director
2 weeks ago
Dublin, Ireland Technical Concept GmbH Full timeAmicus Therapeutics is a global, patient-dedicated biotechnology company focused on discovering, developing, and delivering high-quality medicines for people living with rare metabolic diseases. Position Summary The Director of Technical Projects will be a highly motivated individual ready to work within a Technical Operations group consisting of...
-
Technical Sales Support
7 days ago
Dublin, Ireland Rsgroup Full timeSelect how often (in days) to receive an alert: Technical Sales Support Location: Dublin, IE, 12 Brand: RS Work Location: Hybrid With responsibility for technical sales, you will be working closely with the sales team to drive product solution led experience through one of our value-add activities. Aligned with this, you will operate our value-added...
-
Head of Technical Support
4 days ago
Dublin, Ireland David Kennedy Recruitment Full timeDavid Kennedy Recruitment is working with an award winning liquidity and technology solutions company who is seeking to onboard a Head of Technical Support to join their team.Position: Head of Technical Support Location: Remote/ GMT +4 timezone (+- 1 HR)Employment type: Full-time Remuneration: Base salaryDUTIES AND RESPONSIBILITIES:Design and implement a...
-
Technical Sales Support
2 days ago
Dublin, Ireland RS Components Full timeWith responsibility for technical sales, you will be working closely with the sales team to drive product solution led experience driven through one of our value-add activities. Aligned with this, you will operate our value-added maintenance solutions and innovation department. You will support a proactive, dynamic, forward thinking and highly motivated team...
-
Technical Support Engineer
2 weeks ago
Dublin, Ireland Intercom Full timeWhat's the opportunity? The Technical Support Engineer team is looking for an individual with engineering and or web development experience that wants to be a part of creating truly exceptional customer experiences as well as educating and supporting our customers on a global level. This is a very hands-on, technical role, that is much broader than a...
-
Technical Support Engineer
2 weeks ago
Dublin, Ireland Servicenow Full timeCompany Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based...
-
Technical Support Manager
10 hours ago
Dublin, Ireland Ornua Co-operative Limited Full timeOrnua is an Irish dairy co-operative that markets and sells dairy products on behalf of its Members, Ireland’s dairy processors and, in turn, Irish dairy farmers. Ornua is Ireland’s largest exporter of Irish dairy products and has annualised sales of €3.4 billion. Headquartered in Dublin, Ornua has a strong global team of 2,900 employees, operating...
-
Field Service Engineer
2 weeks ago
Dublin, Ireland Rise Technical Recruitment Full timeField Service Engineer (Full Product Training)€46,000 - €54,000 + Full Specialist Training + Structured Progression + Premium Overtime + Company Car + Medical Insurance + Life Assurance + Enhanced Pension + 35 days holiday + Other Benefits Field Based covering Dublin and surrounding areasAre you a Service or Maintenance Engineer with Electro-mechanical...
-
Infrastructure Technical Support Manager
2 weeks ago
Dublin, Ireland Capita Full timeOff On Search by keywords and/or using the filtering options Infrastructure Technical Support Manager - Infrastructure Technical Support Manager Infrastructure Technical Support Manager Help strengthen our Team as our Infrastructure Technical Support Manager. Hybrid role with our Dublin office, with being onsite 2-3 times a week, home based the...
-
Technical Support Engineer II
3 days ago
Dublin, Ireland Tenable, Inc. Full timeYour Role: The Technical Support Engineer (TSE) provides consistent, world-class support for Tenable cybersecurity products (Tenable Holdings Inc, NASDAQ: TENB). In serving as the primary liaison between the company and customer, the TSE resolves real-world technical challenges by supporting cutting-edge vulnerability assessment and compliance auditing...
-
Dublin, Ireland Cpl Healthcare Full timePermanent Role + Hybrid (2 office days per week) !! Necessary AWS experience!! Require product management experience in developer-focused products, and experience with cloud technology!! What you’ll do: 1. Report to the Platform Engineering product lead 2. Contribute to the org-wide product strategy 3. Own prioritization and the roadmap for one or more...
-
Senior Product Manager
5 days ago
Dublin, Ireland Amazon Full timeAmazon Web Services (AWS) is looking for a Senior Product Manager to be part of the Dublin-based AWS Lambda service team. AWS Lambda is changing the way that companies big and small think about compute for building applications in the cloud. Lambda functions offer customers a "serverless" way to power applications, an approach that lets customers turn...
-
Sr Product Manager, Technical
2 weeks ago
Dublin, Ireland Amazon Full timeAmazon Web Services (AWS) is looking for a Senior Product Manager to be part of the Dublin-based AWS Lambda service team. AWS Lambda is changing the way that companies big and small think about compute for building applications in the cloud. Lambda functions offer customers a "serverless" way to power applications, an approach that lets customers turn...
-
IT Support Manager
2 weeks ago
Dublin, Ireland September Consulting Ltd Full timeIT Support Manager/Technical Services Manager Location: Dublin Type: Permanent Category: Technology Responsibilities: 1. Manage IT Assets: Oversee the management and control of IT assets, including hardware, software, and network infrastructure. 2. Technical Support: Provide technical support and troubleshooting for IT systems, ensuring minimal downtime...
-
Senior Technical Product Owner
7 days ago
Dublin, Ireland Optum Full timeOptum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion,...
-
Senior Technical Product Owner
3 days ago
Dublin, Ireland UnitedHealth Group Full timeOptum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion,...
-
Production Support Engineer
2 weeks ago
Dublin, Ireland Cpl Healthcare Full timeJO-2412-544723 Our client, based in Swords, requires a hands-on Production Support Engineer to join their team. This is an exciting opportunity to grow your career with a global company specializing in precision engineering. Role 1. Support manufacturing processes and provide process improvements to existing products. 2. Define and validate manufacturing...
