Business Technical Support Manager ( Team L2)

We build strong relationships based on highest level of integrity, quality and quality.
Key Talents provides a various rage of services to companies and individuals focusing on recruitment, training, career advisory, QA audit, IT consultancy services, QA training delivered for individuals or client’s internal teams.

Minimum 3 years of professional experience in the following areas:

People management role with 10+ direct reports

Operational management

IT Service Management

Project management

Strong IT technical background: operating systems, virtualization, networking, anti-malware solutions, security

Other requirements

Strong communication and leadership skills

Excellent verbal and written communication skills, quick learner, dynamic, energetic, and customer-oriented

Proven ability to lead, influence, and mentor across functional groups not directly in the reporting structure

Experience with business process improvement and change management

Experience implementing methodologies to improve customer satisfaction and build strong internal relationships

Work independently; receive minimal guidance

Experience dealing with international teams and customers

Demonstrated strong work ethic

Ability to work in a fast-paced environment

Prior experience working with business applications, like Salesforce, Jira, Office

Fluent in both written and spoken English

Fluent in Spanish, German or French is a plus

Managing the customer support teams day-to-day functions

Provides guidance, instruction, direction, and leadership to the team

Effectively managing and developing the Support Team

Ensure delivery capacity required by the market

Propose and implement improvement measures to increase efficiency and effectiveness

Build strong relationships with other internal teams: marketing, product delivery, product management and documentation

Informing the team of all new information related to products, procedures, and trends

Ensuring that all processes used by the Support team are thoroughly documented, consistently audited, and regularly improved

Responding to escalated customer support issues

Assessing support statistics and preparing detailed reports on the findings

Overseeing and evaluating the team's ongoing training efforts

Delivering performance evaluations and following the disciplinary process according to company policy

Coordinating and managing all relevant stakeholders that are involved in Support operations

Build strong relationships with other internal teams: marketing, product delivery, product management and documentation

Interviewing and hiring new employees

Adhere to our company's values and principles

As a Business Technical Support Manager (Level 2), you will be reporting directly to the Director of Enterprise Support and Services. You will oversee and provide functional support to internal and external customers in delivering high-service quality and satisfaction. The right person will also be comfortable interfacing with clients and managing intricate and sensitive client relationships, ensuring they are fostering these relationships until resolution has been reached. We expect the ideal candidate to contribute to our positive team culture by sharing our values: outstanding service to our customers, partners, and each other; respect, accountability, and excellence in everything we do.

In this process, you will act as a link between our customers needs and the Enterprise Support and Services department by providing quality and operational review reports and detailed descriptions or reports where necessary. You will thus be required to work closely with the Business Support Engineers, as well as security or sales experts, in a youthful and competitive environment, which will enrich your experience and broaden your perspective.