Senior Technical Support Professional

2 days ago

Cork, Cork, Ireland beBeeTechnical Full time €100,000 - €120,000

Job Overview:

We are seeking a seasoned technical professional to fill the role of Technical Support Manager.

In this position, you will be responsible for developing in-depth knowledge of our products and environments in which they are deployed.

You will utilize your expertise and experience to resolve technical issues for customers and serve as a trusted adviser to less experienced team members.

You will work independently, researching and developing solutions to customer problems while completing assigned duties with minimal direction from leadership.

Key Responsibilities:

  • Oversight of a technical support team's operational excellence
  • Demonstrating urgency and taking ownership of the customer experience while navigating cross-functional teams
  • Leading front-line Support Engineers, including hiring, training, and development of a highly qualified team focused on customer experience, skills growth, productivity, resource allocation, morale, and motivation
  • Utilizing metrics and a hands-on approach to ensure high-quality customer support; developing, tracking, and analyzing key customer support metrics
  • Managing escalation of customer issues, collaborating with customers and internal teams to resolve; ensuring processes and policies meet SLAs and customer satisfaction goals
  • Collaborating with Engineering to address customer-found defects and product supportability gaps
  • Developing technical support policies and procedures to ensure consistent service and satisfaction
  • Evaluating individual and team performance and providing guidance on resolving performance issues

Requirements:

  • Bachelor's degree in business or a related field and a minimum of 8 years of experience in customer support management in the high-technology industry
  • Strong understanding of support processes and methodologies, including interpretation of support KPIs and metrics
  • Experience with CRM tools such as Salesforce.com
  • Knowledge/experience in Routing, Switching (layer 2/3), Traffic Monitoring/Spanning: 802.1Q VLAN, VPN, LAN, WAN, WLAN

About This Role:

This is an exciting opportunity to leverage your technical expertise and passion for delivering exceptional customer experiences.

You will have the chance to work closely with cross-functional teams to drive process improvements and enhance our overall level of service.

What We Offer:

A dynamic and supportive work environment that fosters growth and development.

A competitive compensation package that recognizes your value and contributions.

A chance to make a meaningful impact and shape the future of our organization.

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