Precisely · United Kingdom, · Remote
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Intro And Job Overview
- The Manager will be responsible for a team of Support Engineers that provides software technical support for Precisely products to Customers and Partners by phone or email in a global team that supports 24x7x365. The person will also be responsible to technically guide and accountable for minor customer escalations. S/he possesses a good knowledge of the company’s products and other applications used by our customers and partners.
- This full-time position is remote, based in Europe. The successful candidate will lead a team of technical staff that have practical and operational knowledge in Precisely products. The candidate must be a fluent English speaker. Other European languages such as French or German would be a plus.
- Manage a technical support team to provide best in class support for Precisely products
- Set clear objectives, evaluate progress and instill a high-performance culture with focus on teamwork, service excellence and ownership for resolving customer issues.
- Set-up, manage and improve standards and procedures within the team to ensure working practices are well defined and operational with minimal disruption.
- Use technology to improve efficiency as appropriate to manage the team and individual performance, technical and skills development.
- Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
- Ensures consistent processes and SOPs for support delivery, including global follow-the-sun support coverage and workforce planning, case management, and KCS (Knowledge-Centered Support) in the workflow.
- Builds high performing teams by attracting, developing and retaining talent. Foster career growth and development for team members with active coaching and feedback.
- Cross-functional collaboration and leadership to resolve escalated issues, fulfill customer needs, and proactively improve supportability of products and services.
- Lead customer escalations and coordination to resolve issues for critical accounts, including senior management as required.
- Help to conduct performance analysis based on support metrics and dashboards. Continuously improve service delivery based on customer feedback and CSAT scores.
- Recommends and helps to implement workflow, platform, and support channel improvements to enhance the customer experience and efficiently deliver support.
- Actively engages directly with customers to build relationships, gather voice of customer feedback, and manage escalations.
- Promotes adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
- May participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes.
- Interact with all teams and levels of leadership across Precisely and clients as needed.
- Other duties may be assigned
- At least 5 years of experience in software technical support, ideally with a minimum of 3 years successfully leading an Enterprise technical support team
- Passion for helping customers and team members succeed.
- Time management, critical thinking, and creative problem-solving skills.
- Proven team leadership and/or crisis management, in a technical support environment.
- Exceptional verbal, written and interpersonal communication skills.
- Ability to collaborate with R&D, Product Management, Channel, Renewals and other internal teams
- Affinity for multitasking with precision
- Constant communication with your team, as a group, and individually
- Capacity to accept and utilize constructive feedback
- Ability to grow and develop your team through continuous support and training.
- Alignment with our company’s values
- Knowledge of Office 365
- Knowledge of Jira
- Knowledge of Salesforce
- Knowledge on some of the Precisely products, and utilized platforms