The Technical Support Manager person will be a key part of Global CRM Management Team. You will be working directly with our customers and other customer facing departments dealing with cutting edge SaaS platform.

Your working day will also Include diagnosing logic errors, logging bugs, helping prioritize and communicate fixes and helping to drive the quality of our customers’ experience.

RESPONSIBILITIES

• Managing the Technical support Team
• Manage 24/6 Support Operations for entire team
• Working directly with our business users and customer success\sales teams to solve problems and help them leverage all platform functionality
• Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution
• Report bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction
• Clearly communicate with customers and other internal teams about issues impacting their service
• Effectively verify that issues have been resolved
• Execute internal processes to streamline and scale support
• Partner with cross-functional teams, such as Product Management R&D to translate customer business needs and product feedback into new solutions
• Reporting and knowledge base documentation is required
• Setting KPI for the teams

REQUIREMENTS:

• 2 or more year in a Technical Support Management related role
• Must be willing to be available on call for urgent matters on non-working hours
• Understanding SQL DB and knowhow on DB functions
• Hands On experience using CRM or other ticketing system (Zendesk, Freshdesk etc..)
• Previous experience in web applications support – must
• Knowledge working and supporting Windows operating systems and basic networking
• Must be a creative and analytical problem solver with proven success working independently
• Excellent written and verbal communication skills in English is required
• Eager and capable of learning new technologies as necessary
• High attention to detail and ability to stay organized in a fast paced, complex environment
• Have a passion for customer service and helping others!

Big plus if you have any of the following skills:

• Coding experience in a programming language
• Prior experience with user testing / QA
• Understanding of APIs
• Experience working with alerting\monitoring systems (e.g. Opsgenie, Datadog etc..)

We Offer:

• Competitive salary
•  Positive team spirit
• Monday-Friday working schedule
• Opportunities to grow, develop yourself and build a great career

If you are highly motivated, energetic, willing to start an exciting career – send us your CV!

Apply now