Assistant Manager-Technical Support

Job Summary

Our company is seeking an experienced Assistant Manager-Technical Support to join our team. The ideal candidate would be responsible for managing a team of technical support engineers who assist customers using our Internet of Things (IoT) devices. The Technical Support Manager will be responsible for troubleshooting complex technical issues and managing the support process, ensuring timely resolution of customer issues. This role will require the ability to work night shifts, and the candidate must be comfortable working late hours.

Key Responsibilities

• Manage a team of technical support engineers to ensure customer issues are resolved promptly
• Monitor and manage the support queue to ensure the timely resolution of customer issues
• Troubleshoot complex technical issues related to IoT devices and escalate issues to appropriate teams when necessary
• Develop and maintain documentation of technical support processes and procedures
• Provide coaching and mentoring to technical support engineers to help them develop their skills and knowledge
• Collaborate with other departments to ensure effective communication and resolution of customer issues
• Conduct regular performance evaluations of technical support engineers and provide feedback to help improve their performance
• Ensure customer satisfaction by providing high-quality technical support
  
  

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field
• Proven experience managing a technical support team
• Experience troubleshooting IoT devices
• Strong communication and interpersonal skills
• Ability to work well under pressure and in a fast-paced environment
• Experience with ticketing systems and customer support software
• Strong analytical and problem-solving skills
• Ability to work night shifts
  
  

If you are passionate about technology and have experience leading a technical support team, we encourage you to apply for this exciting opportunity. We offer a competitive salary and opportunities for professional growth and development.