Technical Support Manager

Description

Position Summary: Leads the transformation and optimization of Technical Support, ensuring an Key Highlights: 1. Lead the transformation and optimization of Technical Support 2. Ensure an "Effortless" customer experience 3. Guarantee operational excellence and SLA compliance **POSITION OBJECTIVE** **1\. POSITION OBJECTIVE** Lead and transform Technical Support operations through process optimization, incident prevention, and adoption of cutting-edge technologies. Responsible for delivering an **"Effortless"** (frictionless) customer experience, managing a team of **50\+ people** across **5 coordinations\/departments**. Primary focus is to ensure operational excellence, compliance with **SLAs for AAA clients**, and institutionalization of processes under **ITIL, ISO 9000** frameworks, as well as implementation of **Artificial Intelligence** tools. **2\. STRATEGIC RESPONSIBILITIES** * **Digital Transformation and AI:** Lead, in collaboration with the Engineering team, the development and deployment of **AI tools** (Copilots, intelligent Chatbots, response suggestion engines) to increase agent productivity and accuracy. * **Omnichannel Maximization:** Act as the strategic owner of the **Zendesk** (or similar) platform, ensuring maximum utilization of all its features to centralize communication and improve customer visibility. * **SDR and MTTR Optimization:** Lead strategies to maximize **Same Day Resolution (SDR)** and reduce **Mean Time To Resolution (MTTR)**, ensuring compliance with **SLAs for Top and AAA clients**. * **Effortless Strategy and Prevention:** Spearhead initiatives to eliminate friction in interactions and conduct root-cause analysis to proactively reduce contact volume. * **Installed Base Management:** Ensure devices reach customers correctly configured; oversee **firmware** updates and monitor installed base reportability to take preventive actions. * **Leadership and WFM:** Lead coordinators applying **Work Force Management (WFM)** principles to ensure required coverage and control Contact Center metrics: **Backlog and CSAT**. **3\. COMPETENCIES AND SKILLS** **Technical Competencies** **Leadership Skills** **AI and Automation:** Application of AI for support. **Effective Presentations:** Executive communication. **Omnichannel Systems:** Zendesk expert. **Time Management:** Strategic prioritization. **ITIL \& ISO 9000:** Process and quality management. **Crisis Management:** Negotiation with AAA clients. **4\. PROFILE REQUIREMENTS** * **Experience:** Minimum **5 years** in managerial roles in Technical Support or Service Desk within **IT, SaaS, or Telemetry** companies, managing teams of **50\+ people**. * **Education:** Bachelor’s degree in Systems Engineering, IT, Industrial Engineering, or related field (completed). * **Languages:** **Professional\/Business English** (capable of technical negotiations and reporting). * **ITIL Knowledge:** **ITIL® Foundation** certification highly desirable or advanced working knowledge of the framework. **Quality and Processes:** Solid understanding of the **ISO 9000** standard and proven experience in designing operational processes and continuous improvement. Employment type: Indefinite-term position Salary: $28,500\.00 \- $32,000\.00 per month Benefits: * Savings fund * Major medical expense insurance * Company phone * Free uniforms * Grocery vouchers Education: * Completed bachelor’s degree (desirable) Language: * English (desirable) Work location: On-site employment