We are seeking a highly skilled and experienced Technical Support Manager to lead our technical support team in the ISP Industry. As the Technical Support Manager, you will be responsible for overseeing the day-to-day operations of the technical support department, ensuring exceptional customer service, resolving escalated technical issues, and implementing strategies to optimize support processes and procedures.
Key Responsibilities:
- Team Leadership: Lead and manage a team of technical support agents, providing guidance, coaching, and mentoring to ensure high performance, motivation and job satisfaction
- Customer Support Excellence: Maintain a customer-centric approach by ensuring prompt and effective resolution of customer inquiries, technical issues, and service requests, while maintaining a high level of customer satisfaction.
- Escalation Management: Serve as the primary point of contact for escalated technical issues, providing timely and effective resolution, and managing communication with customers, internal stakeholders, and third-party vendors.
- Process Improvement: Continuously assess and improve support processes, procedures, and workflows to enhance efficiency, productivity, and service quality.
- Performance Monitoring: Implement key performance indicators (KPIs) and metrics to monitor the performance of the technical support team, track progress, identify areas for improvement, and drive accountability.
- Training and Development: Develop and deliver comprehensive training programs for technical support staff to ensure they have the necessary skills, knowledge, and expertise to deliver exceptional support services.
- Technical Expertise: Maintain a strong understanding of ISP technologies, network infrastructure, and services to provide technical guidance, troubleshooting assistance, and expertise to both customers and team members.
- A sound understanding of fixed wireless networks is a benefit.
- Collaboration: Foster strong collaboration and communication with cross-functional teams, including network operations, infrastructure, sales, and customer service, to ensure alignment and coordination in delivering seamless support experiences.
- Quality Assurance: Implement quality assurance processes and procedures to ensure adherence to service level agreements (SLAs), compliance with industry standards, and consistent delivery of high-quality support services.
- Documentation and Reporting: Ensure accurate documentation of support interactions, technical issues, resolutions, and customer feedback, and generate regular reports to provide insights into support performance and trends.
Qualifications:
- Bachelors degree in Information Technology, Computer Science, or related field.
- Proven experience (5 years) in a technical support leadership role within the ISP industry.
- Strong technical background with in-depth knowledge of networking protocols, internet technologies, and ISP services.
- Excellent leadership, communication, and interpersonal skills.
- Ability to effectively prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.
- Experience in implementing process improvements, performance metrics, and quality assurance initiatives.
- Certifications such as CompTIA Network+, MikroTik MTCRE, JNCIS-SP, JNCIP-SP or equivalent are a plus.
