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Revel Systems
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Technical Support Manager

Vilnius - Revel Systems

Job description

The primary responsibility of the Technical Support Manager is ensuring successful delivery of customer service and technical support for our Revel customer base. The Manager provides mentorship and leadership to the Team Leaders and Client Support Specialists. The Manager is also responsible for ensuring productivity of Client Support Specialists; employee and end-user satisfaction, and for adherence to quality standards and established scorecard level metrics that each Team Leader and Client Support Specialists performance will be graded against. The Technical Support Manager will be required to have knowledge of industry Service Desk/Call Center support practices, managing and motivating technical and management personnel, client interface skills and outstanding verbal and written communication skills in a 24/7/365 environment.

Essential duties, responsibilities & qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability to be a Technical Support Manager.

Job Duties Include the Following:
  • Overall management of technical support in a support center/call center environment
  • Hiring activities for the team and training and mentoring of new staff, in conjunction with the Team Leaders to develop training goals and plans
  • Leading efforts to significantly improve Client Support Specialists productivity
  • Supporting business development efforts
  • Management of Customer relationship
  • Promotion of employee recognition programs
  • Planning and reviews of staff performance
  • Developing and administering corrective actions as appropriate
  • Providing prompt response to client and requests
  • Resolution of non-compliance items for the team
  • Being a point of escalation for customers
  • Producing client required performance reports
  • Performing problem analysis with appropriate recommendations for remedial action
  • Conducting/participating in meetings with staff and client management
  • Accountable for team's service quality and performance and SLAs
  • Ensuring appropriate workload balancing for the team
  • Collaborating with other teams to cross train staff to support "load balancing" of staff across the organization
  • Anticipating changes in the client environment and proposing appropriate action plans
  • Preparing technical support center for all applicable Quality Audits
  • Escalating all pertinent issues to Director and VP
  • Partnering with peers to communicate new solutions and assisting with solution development
  • Participating in applicable project and releases
  • Developing, implementing and controlling formal site procedures
  • Oversighting of appropriate workflow and time management
  • Ensuring outstanding customer service for the team
  • Providing support for all escalated service requests
  • Participating in the screening, interviewing, and selection of staff for their assigned work group
  • Other duties may be assigned

Requirements:
  • 3+ year of proven experience managing and motivating a Service Desk/Call Center support team
  • 3+ year experience of supervising Service Desk operations required, 5 years preferred
  • Experience motivating and managing a team of ten or more employees
  • Practical experience with Service Desk ticket tracking systems
  • Experience with performance metric expectations through industry best practices
  • Experience with Service Level Agreements (SLAs)
  • Experience working with US based corporations
  • Ability to work evening and night shifts
  • University Degree in MIS, Computer Science or other relevant discipline. Equivalent work experience/training may be considered in lieu of a degree
  • Ability to provide managerial support for subordinate management and technical staff
  • Fluent in verbal and written English
  • Ability to provide backup support to Director when requested
  • Demonstrate ability to meet performance metric expectations through industry best practices

Perks
  • Work in a team of experienced and highly skilled professionals
  • Opportunity to work with latest technologies
  • Apple equipment
  • Employee benefits: insurance, referral bonus


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Revel Systems

Revel Systems is a hybrid cloud-based Point-of-Sale system for restaurants and retail establishments that enables real time access to data with a scalable, secure, and centrally managed solution. We have created revolutionary software, paired with the iPad that has caused a massive paradigm shift in the Point-of-Sale industry.

Revel Systems has built and is continuing to build a committed, passionate team. We understand that we are making a wave in the POS industry. Revel iPad POS combined with our great team is what got us here today, and is what will continue to propel us forward in the future.
Information about Revel Systems
2492 €
Avg. salary gross
(2.5X higher than LT average)
176
Number of employees
Distribution of employees by salary (before taxes):
25% earn up to 1709 €
25% earn 1709-2039 €
25% earn 2039-2608 €
25% earn more than 2608 €
Company manager: Irma Kardašiūtė

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