SOTI’s growth and success is a result of commitment to innovation through entrepreneurial culture and leadership. Employees are driven to make an impact, offer a unique value and most importantly, be part of a winning team.
You are an educated professional at an early stage of your career. As a Tech Support Manager you have a great passion for modern technology, and you are driven by your energy to identify and resolve complex problems, while providing excellent customer service. If you are eager to prove your understanding of computer networking principles, your strong problem-solving abilities in a fast paced environment, and you are willing to learn and grow, then this position offers numerous growth opportunities and a long-lasting career with SOTI.
Responsibilities
Responsible for managing team leads and technical support engineers from level 1 to level 3.
Conducts one-on-one meetings with all reporting team members.
Ensures that all SLA’s are met for customer responses.
Contributes to design and defining the KPIs
Responsible to maintain and improve the NPS
Performance reporting to management on monthly basis.
Coaches and Develops team members to ensure they perform and meet their career goals.
Responsible for providing required resources to team members for smooth functioning of the department.
Works closely with other departments to streamline processes for management.
Implements required changes in processes and documentation to meet growing departmental requirements.
Qualifications
Degree or Diploma in Computer Networking, Information Technology, Computer Science, or a related technical field
Minimum 10 years of experience in technical support or IT based company which includes 2-3 years as a team lead or manager
Previous experience in handling 24×7 support operation
Outstanding verbal and written communication skills in English
Strong problem-solving abilities, Strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results-oriented)
Knowledge of mobile computing space (Windows Mobile, iOS, Blackberry, and Android devices)
Knowledge of software technologies such as networking and databases
Any prior experience working with mobile device management solutions is an asset
Any experience with Microsoft SQL
Should be flexible to work in the different shifts to meet the business need
If you want to bring your ideas to life, apply at SOTI today.
Please note that SOTI does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement with agency/recruiter, SOTI will not consider or agree to payment of any referral compensation or recruiter fee.
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