Join the Technical Support and Quality Team !

We are looking for a Technical Support Manager to help develop our customer service. You will be responsible of the technical support and quality team to help them provide the best customer service.

You will work closely with the customer care team and our QA engineers to resolve problems and bring to our customers the best care.

What you will do :

• Ensure that customers’ questions and problems are resolved properly and quickly.
• Leads daily activities and sets personnel performance goals for Tech Support & Call Quality Engineers’ performance
• Review productivity and attendance reports, and coach staff members to improve performance, including call/email and after- work monitoring.
• Meet key Support performance goals for customer satisfaction (NPS), quality (CSAT and internal), productivity (Throughput) and other key performance metrics.
• Address challenging customers and problems that require escalation outside of the department.
• Report, analyse and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience.
• Drive business initiatives to improve customer experience (Process and business reengineering)
• Work closely with QA Engineers to identify and mitigate risks in potential features, provide best practices to Customer Care Team
• Perform other related duties as assigned to ensure effective operation of the department

What you’ll bring:

• Customer focus: aptitude for providing excellent customer service including clear communication, problem solving and technical writing skills in English (Other European Language are an advantage)
• Business Acumen: be able to understand the planning and strategy behind Aircall product that people would clamor over and define teams achievement goals accordingly,
• Change, adaptability and Flexibility: possess good organizational skills and the ability to manage multiple issues simultaneously within a fast paced and changing environment
• Team Player: positive self-starter, willing to dig into complex issues, able to take direction, and work within a team environment
• Aptitude to learn and support new products and systems (hardware & software)

What we are looking for :

• 5+ years or more experience of related working experience in a Technical or Quality Support function
• Previous Experience as a Manager of a Technical Support Team is required
• Extensive expertise in developing metrics to measure the effectiveness of technical support within the organisation
• BS/BA degree or equivalent technical experience, MBA a significant plus.
• Previous experience in both small and large companies is highly desirable
• Good communications and interpersonal skills
• Track record of accomplishment and effectiveness within organisation
• Experience in working 24x7 support operations and with teams across multiple locations will be an added advantage