Technical Engineer Manager - Engineering Support (US time zone)

We’re an energized bunch, who love to be at the forefront of innovation. We make it our mission to develop and stay ahead of the latest trends and technology. Our goal? To put customers at the core of what we do and to deliver solutions that drive transformation and unlock the potential of people and businesses.

- 5+ years management in related field
- Excellent management skills with the ability to effectively direct the company's support operations.
- High knowledge and previous experience in customer support, specifically for US based clients.
- Strong technical skills with a variety of business software tools including MS Office applications.
- Strong Oral and Written communication skills.
- Rotational shifts - US time zone

- Assists in administering company policies, procedures, functions, and activities of the support staff
- Shares responsibility for scheduling, call monitoring and handles escalated customer calls.
- Reviews closed calls, works with staff to correct errors and/or add additional information.
- Remove impediments faced by the team, and handling escalated issues in a timely and professional manner
- Provides the highest levels of job satisfaction by helping every team member understand job expectations, responsibilities and company and department goals.
- Partnering with other parts of the organization such as Engineering, Sales, Product and Professional Services on the product, process improvements based on information gathered from customer support experiences.
- Establishing, tracking and reporting on customer service level agreements to ensure delivery best-in-class support to our customers and Partners.