The Global Technical Support Manager is responsible for managing a team of technical support engineers, ensuring efficient resolution of technical issues, building strong relationships with stakeholders, and enhancing customer satisfaction through proactive support and communication.
The Global Technical Support Manager maintains a loyal and satisfied customer base by ensuring efficient resolution of technical issues in the Vizrt products. By building strong relationships with both internal and external stakeholders through remote and face to face interactions the global manager of technical support will put customer experience at the forefront of everything they do.
Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Manager of Technical Support should engage with customers regularly, be culturally aware, maximize value, and have a genuine love for technology and helping customers succeed with Vizrt software.
Key Responsibilities:
- Responsible for coaching, developing, and driving performance of a team of technical support engineers.
- Uses analytical skills to identify trends, performance opportunities and implements actions to improve KPI performance.
- Engage in up to 25% onsite travel to facilitate Quarterly Business Reviews (QBRs) and technical support engagements to enhance customer satisfaction and collaboration.
- Proactively manages Support specific meetings both face to face and remote, understanding support actions retrospectively and planning proactively in partnership with our customers.
- Builds and maintains strong relationships with internal stakeholders both within Customer Success and throughout the Vizrt organisation.
- Proactively manages upward to Director / VP Global Technical support where appropriate ensuring prioritization of customer demand and severity.
- Confident handling customer escalations both on site and remotely.
- Engages Customer success management team where appropriate & ensures consistency in communication.
- Uses a data driven approach to Proactively plan & implements operational improvements.
- Ensures, through managing the technical support engineers, that customer documentation is updated and accurate.
- Owns self-development of employees through driving completion of relevant training courses.
- Manages customer communications skillfully to become a trusted technical point of contact for our customers.
- Able to co-ordinate with Vizrt professional services, sales, and R&D departments on technical matters relevant to support.
- 5+ years management experience within Technical Support/IT/Contact Centre environment.
- Clear evidence of B2B customer handling & stakeholder management.
- Experience and/or knowledge of the Broadcast industry is recommended.
We offer a comprehensive benefits package that includes:
- Health Insurance: Comprehensive medical, dental insurance plans to keep you and your family healthy.
- Provident fund: Plan with company match to help you plan for your future.
- Paid Time Off: Generous vacation days, sick leave, and holidays to ensure you have a work-life balance.
- Professional Development: Opportunities for ongoing training
Join our team and take advantage of these benefits while working in a dynamic and supportive environment.
Recruitment Process
- Recruiter Screening
- Team Interview
- Technical Discussion/ Case interview
- Final Interview
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