1. Technical Support Manager
Position Overview
The Technical Support Manager is a key member of the services organization management
team will report to the VP of Operations. He/She will be responsible for motivating a team of
Technical Support Consultants and for facilitating resolution on escalated calls.
Responsibilities
• Motivate a team of Technical Support Consultants through performance coaching,
career planning and setting educational objectives.
• Participate in quality calibration and validation sessions.
• Resolve employee issues and act as the employee advocate when dealing with HR
or departmental processes.
• Improve productivity by highlighting deficiencies and recommending change in
tools, training, processes, reporting, and employee engagement.
• Facilitate customer resolution for escalated calls and engage the necessary
technical support.
• Follow up with unsatisfied customers to ensure issues are resolved and the
customers are satisfied
• Report operational achievements and progress to the operations manager on a
regular basis including statistical analysis and improvement of action plans.
• Work with other managers to ensure operational consistency.
• Maintain a mindset of continuous improvement, in terms of efficiency of support
processes, customer satisfaction and the application of tools for monitoring,
management and optimization.
• Build relationships with the operational and technical department management of
our key customers.

2. • Develop a strong relationship with the sales teams to increase support services
agreements sales. This includes negotiating and closing services contracts.
• Deliver and exceed on all Team performance targets.
Job Requirements
• Must have a good understanding of a "services business" in a high tech
environment, from a supplier, integrator or operator's point of view.
• Minimum 3 years experience in a related function is required, technical call centre
preferred.
• Demonstrated Leadership abilities and be achievement oriented.
• Excellent analytical and problem solving skills, combined with the ability to provide
quick resolution to problems.
• Strong verbal and written communication skills are mandatory.
• Must be customer service orientated and believe in teamwork, collaboration,
adaptability and Initiative.
• Experience in coaching and staff development is mandatory.