Position: Technical Customer Support Manager
Location: This role will
be based out of our Nairobi headquarters.
Job Description
We are searching for an experienced Technical Customer Support Manager to join our product team. This hands-on leader will oversee a team of support engineers to provide enterprise-level technical assistance to our customers and internal users across East Africa. Essential qualities for this role include obsessive attention to detail, effective written and oral communication across a variety of roles, and technical abilities to address reported issues directly.
The Technical Customer Support Manager is the person ultimately in charge to make sure that technical issues are raised and resolved in a structured and timely manner to achieve the highest possible level of customer satisfaction as well as internal team efficiency.Qualifications:
- Extensive
hands-on experience with technical support for web and mobile applications
in an agile software environment
- Experience
in managing & mentoring teams of technical customer support staff
- Track
record of devising & implementing robust processes that prevent any
technical issues/bugs from falling between the cracks
- Ability
to diagnose and troubleshoot technical issues
- Excellent
problem-solving and communication skills
- Ability
to provide step-by-step technical help, both written and verbal
- SQL
database querying, web and/or mobile coding experience strongly preferred
Responsibilities:
- Manage
and further continue to grow a team of system support representatives
across East Africa
- Continually
improve & implement tools and processes for issue tracking and
resolution
- Research
and identify solutions to software and hardware issues by querying
databases and other systems
- Ask
users targeted questions to quickly understand the root of the problem
- Track
computer system issues through to resolution, within agreed time limits
- Properly
escalate unresolved issues to appropriate technical teams
- Document
technical knowledge in the form of knowledge bases and user manuals
How to Apply: