Technical Customer Support Manager

vor 2 Wochen

Geneva, Schweiz Michael Page Vollzeit
  • Provide overall direction for the technical support team members, ensuring all tasks are completed to high standards.
  • Develop a strategy and model for technical support across offerings and solutions, driving continuous improvement and customer satisfaction.
  • Maintain systems and develop strategies to improve handling of multiple support channels ensuring prompt and efficient resolution of technical issues.
  • Support the team through coaching, development, coordination, and communication, fostering a positive and collaborative work environment.
  • Mitigate customer escalations by developing direct customer resolution plans and providing temporary workarounds for recurring problems until permanent solutions are found.
  • Remain abreast of best practices and industry standards for continuous improvement of the Service Desk and its Service Level KPIs.
  • Contribute to escalated problem resolution by providing hands-on support to end users when necessary, ensuring timely resolution of technical issues.
  • Manage day-to-day operations to ensure requests are resolved in a timely and effective manner, serving as the primary point of contact for client escalation points.
  • Develop and maintain client relationships by understanding current and future needs, partnering with clients to ensure superior satisfaction.
  • Stay up-to-date on all current company policies and procedures, ensuring compliance and adherence within the support group.
  • Serve as a manager, mentor, knowledge resource, and escalation point for employees, building credibility and trust within the team.
  • Drive timely identification, investigation, resolution, root cause analysis, and replication of technical issues, ensuring continuous improvement and customer satisfaction.
  • Serve as an internal consultant to leaders and teams throughout the organization, leveraging technical expertise to drive business success.

  • At least 5 years of experience working in a similar role.
  • Education and/or experience in business, information systems, engineering, or computer science.
  • Experience with blockchain, Jira, Cloud, and APIs software and systems.
  • Demonstrated leadership and problem-solving skills.
  • Comfortable working on deadlines and demonstrating sound time management and critical thinking skills.
  • Strong collaborative skills and a commitment to continuous improvement.
  • Experience in fast scaling technology companies is a plus.

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