Job Summary:

We are seeking an experienced Technical Support Manager to oversee our technical support team and ensure the highest level of customer satisfaction. The ideal candidate will have a strong technical background and excellent leadership skills.

Key Responsibilities:

Manage and lead the technical support team, providing guidance and support.

Develop and implement support processes and procedures to enhance service quality.

Monitor team performance and customer feedback to identify areas for improvement.

Collaborate with product development and engineering teams to address customer issues.

Ensure timely resolution of technical problems and escalated customer inquiries.

Provide training and development opportunities for team members.

Prepare reports on support metrics and present findings to management.

Qualifications:

Bachelor’s degree in Computer Science, Information Technology, or a related field.

Proven experience in technical support, with at least 3 years in a managerial role.

Strong technical knowledge of hardware, software, and networking concepts.

Excellent problem-solving and analytical skills.

Exceptional communication and interpersonal skills.

Experience with customer relationship management (CRM) software.

Preferred Skills:

Certifications in ITIL, CompTIA, or similar.

Familiarity with support ticketing systems and remote support tools.

Experience in managing cross-functional teams and projects.