Technical Customer Support ManagerMichael Page

The client is a Blockchain SaaS company.

• Provide overall direction for the technical support team members, ensuring all tasks are completed to high standards.
• Develop a strategy and model for technical support across offerings and solutions, driving continuous improvement and customer satisfaction.
• Maintain systems and develop strategies to improve handling of multiple support channels ensuring prompt and efficient resolution of technical issues.
• Support the team through coaching, development, coordination, and communication, fostering a positive and collaborative work environment.
• Mitigate customer escalations by developing direct customer resolution plans and providing temporary workarounds for recurring problems until permanent solutions are found.
• Remain abreast of best practices and industry standards for continuous improvement of the Service Desk and its Service Level KPIs.
• Contribute to escalated problem resolution by providing hands-on support to end users when necessary, ensuring timely resolution of technical issues.
• Manage day-to-day operations to ensure requests are resolved in a timely and effective manner, serving as the primary point of contact for client escalation points.
• Develop and maintain client relationships by understanding current and future needs, partnering with clients to ensure superior satisfaction.
• Stay up-to-date on all current company policies and procedures, ensuring compliance and adherence within the support group.
• Serve as a manager, mentor, knowledge resource, and escalation point for employees, building credibility and trust within the team.
• Drive timely identification, investigation, resolution, root cause analysis, and replication of technical issues, ensuring continuous improvement and customer satisfaction.
• Serve as an internal consultant to leaders and teams throughout the organization, leveraging technical expertise to drive business success.

• At least 5 years of experience working in a similar role.
• Education and/or experience in business, information systems, engineering, or computer science.
• Experience with blockchain, Jira, Cloud, and APIs software and systems.
• Demonstrated leadership and problem-solving skills.
• Comfortable working on deadlines and demonstrating sound time management and critical thinking skills.
• Strong collaborative skills and a commitment to continuous improvement.
• Experience in fast scaling technology companies is a plus.