Technical Support Manager

Jobstreet Malaysia; Selangor; On-site; MYR 150,000 - 200,000; Full time

Job summary

An established industry player is seeking a dynamic Technical Support Manager to lead a team of technical support representatives. This role involves developing and implementing strategies to ensure high-quality support services, monitoring performance metrics, and fostering a collaborative work environment. The ideal candidate will possess strong leadership skills, a customer service orientation, and the ability to manage escalations effectively. Join this innovative firm to make a significant impact on customer satisfaction and team performance.

Qualifications

• Proven experience in managing technical support operations.
• Strong leadership and people management skills.

Responsibilities

• Lead and manage a team of technical support representatives.
• Develop strategies for efficient technical support services.

Skills

Leadership Skills

People Management

Customer Service Orientation

Communication Skills

Organizational Skills

Time Management

Tools

Support Tools

Job description

Lead and manage a team of technical support representatives, including hiring, training, coaching, and performance management.

Develop and implement effective strategies, policies, and procedures to ensure efficient and high-quality technical support services.

Monitor and analyze support metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.

Serve as an escalation point for both internal and external customers, manage the escalations, collaborate with cross-functional teams and vendors to ensure effective communication and timely resolution of the escalations.

Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning.

Conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development.

Prepare and present reports on team performance, key metrics, and customer feedback to management and vendors.

Performs other duties as assigned.

Requirements

Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve goals and deliver exceptional customer service.

Proven experience in managing technical support operations, including developing and implementing support strategies, policies, and procedures.

Experience in managing escalations for complex issues, large enterprises, and high-profile customers.

Exceptional communication and interpersonal skills to effectively interact with customers, vendors, team members, and cross-functional teams.

Strong customer service orientation with dedication to delivering an outstanding support experience.

Proficiency in using support tools and systems to manage and track customer issues.

Ability to work in a fast-paced environment and handle multiple priorities with a sense of urgency, willingness to work extended hours, during public holiday, and weekend as needed.

Excellent organizational and time management skills to prioritize tasks and meet deadlines.

Familiarity with cybersecurity technologies and networking is an added advantage.

Continuous learning mindset to stay updated with the latest industry trends and technologies.

Additional Application Questions

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Technical Support Manager?
• Do you have customer service experience?
• How many years' experience do you have as a technical consultant?
• How many years' experience do you have in the IT industry?

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