Technical Support Manager - Function Set-up
Applications will only be considered if you are based in Ireland and eligible to work there.
We are currently searching for a Technical Support Manager for a client in the AI solutions and chatbot space. This client creates tailored automated chatbot solutions used daily for customer queries.
The Role
* Design and implement customer support processes including SOPs for ticket management.
* Interact with the client and oversee client queries, act as the point of escalation and ensure resolution.
* Create and manage internal on-call rosters.
* Overall responsibility for Zendesk workflows, tickets, and reporting.
* Collaborate with engineering teams to resolve bugs and errors.
* Create customer satisfaction, responsiveness, and service quality standards and implement these across the team.
* Analyse support metrics to identify trends to increase customer satisfaction and resolutions.
What you need:
* Over 4 years of experience in customer service management, specifically in enterprise software support.
* Experience building client technical support functions.
* B2B product background.
* Experience with Zendesk or a similar ticketing and CRM tool.
* Experience working with companies providing SaaS solutions.
* Strong technical knowledge.
If this role is aligned with your background and you are interested, apply today!
If you have any questions prior to applying, please reach out to adrian@techheads.ie
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service, Engineering, and Information Technology
Industries
IT Services and IT Consulting
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