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Manager of Technical Support Engineering, Tier 3
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Manager of Technical Support Engineering, Tier 3

Job Description

Bazaarvoice is looking for a Tier 3 Technical Support Manager as part of the Client Care organization. This key position will be responsible for leading a team of Level 3 Support Engineers that serve as the final escalation point within Technical Support organization and interact with the Tier 2 Support team daily to resolve highly complex technical issues. The Manager will be responsible for ensuring quick action and timely response to technical issues and work closely with the Client Services leadership team to ensure all client cases & projects are delivered and supported in line with defined Service Level Objectives and that they result in high levels of quality and customer satisfaction.


·      Coaches/mentors Technical Support Engineers to improve/develop their technical and professional skills

·      Attracts and retains key talent by leading and monitoring Technical Support Engineers’ performance management and career development

·      Leads or influences major process changes to increase efficiency and effectiveness across the Support organization

·      Ensures Technical Success Engineering KPIs are met or exceeded utilizing quantitative and qualitative information to identify and implement necessary adjustments to team

·      Strengthens Technical Support alignment and focus with both Tier 2 support teams and Engineering teams and ensure the use of best practices by the TSE’s

·      Ensures documentation is accurate and maintained in order to ensure consistent processes are utilized across the team

·      Builds and maintains a customer centric mindset across the team and share client insights with other internal stakeholders within Bazaarvoice

·      Ensures Technical Support Engineers have adequate tools to effectively and efficiently perform their responsibilities on a daily basis

·      Works with Support leadership to shape and implement strategies to maintain a high level of customer satisfaction for both internal and external clients.

Qualifications & Experience:

·      Bachelor’s/Master’s degree in Business, Management Information Systems, Computer Science, or a related field (or equivalent job experience)

·      2+ years of functional and operational experience successfully managing technical, customer-facing support teams

·      Ability to prioritize and manage multiple tasks in a dynamic environment

·      Proactive, empathetic, team player who is responsive to customer needs and concerns and passionate about problem solving and helping others

·      English Language Competency and effective oral and written communication skills

·      Working experience with Salesforce, Confluence and JIRA is preferred

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