Job Description
Technical Support Manager sought for EMEA team to drive operational excellence, people development, and customer communication.
We are seeking a passionate and experienced Technical Support Manager to join our EMEA technical support team.
The ideal candidate will bring 3-5 years of technical support management experience, a strong operational understanding, and a drive to foster change and develop people.
This role demands an ability to coach for performance, manage escalations, and excel in a fast-paced environment while maintaining exceptional customer communication and soft skills.
Key Responsibilities:
- Operational Excellence: Oversee daily operations of the EMEA technical support team, ensuring efficient and effective resolution of customer issues.
- Change Leadership: Drive continuous improvement initiatives and implement changes to enhance support processes and customer satisfaction.
- People Development: Mentor, coach, and develop team members to achieve their full potential and foster a collaborative, high-performing team culture.
- Performance Coaching: Provide regular feedback and coaching to team members to improve performance and achieve team goals.
- Customer Communication: Maintain a customer-centric approach, ensuring timely and high-quality support for all customer inquiries and technical issues, with a focus on clear and effective communication.
- Escalation Management: Handle complex and high-priority customer escalations, ensuring prompt and satisfactory resolution.
- Cross-functional Collaboration: Work closely with engineering, sales, and product management teams to address customer needs and provide feedback for product enhancements.
- Performance Monitoring: Track and analyze team performance metrics, identifying areas for improvement and implementing corrective actions as needed.
Requirements:
- 3-5 years of experience in technical support management, preferably within the technology or cloud industry.
- Strong understanding of technical support operations, including incident management, problem resolution, and customer service best practices.
- Proven ability to drive change and implement process improvements in a dynamic environment.
- Exceptional people management skills, with a track record of developing and motivating teams.
- Demonstrated ability to coach for performance and provide constructive feedback.
- Excellent verbal and written communication skills, with a proven record of effective customer communication and soft skills.
- Experience in managing and resolving customer escalations effectively.
- Strong analytical and problem-solving abilities, with a focus on delivering practical and efficient solutions.
- Ability to work effectively in a fast-paced environment, managing multiple priorities and adapting to changing demands.
- A deep commitment to providing outstanding customer service and building strong customer relationships.
Net App is a leading provider of innovative technology solutions, and we are committed to providing exceptional customer service and support.
We are an equal opportunity employer and welcome applications from diverse candidates.