Technical Support Manager

2 weeks ago

Kuala Lumpur, Malaysia Mhub Full time

**Key Responsibilities**:

- **Team Leadership**: Manage and mentor a team of technical support engineers, ensuring adherence to service-level agreements (SLAs) and timely resolution of customer issues.
- **Customer Success Strategy**: Develop and execute technical support strategies that enhance the customer experience and contribute to overall customer success metrics.
- **Problem Resolution**: Ensure quick and effective resolution of customer technical issues via troubleshooting, incident management, and escalation procedures.
- **Proactive Support**: Collaborate with the customer success team to identify recurring technical challenges and work towards preventive solutions and product improvements.
- **Stakeholder Collaboration**: Work closely with product, development, and customer success teams to provide insights from customer feedback and issues, helping improve product reliability.
- **Customer Communication**: Serve as a key technical point of contact for high-priority customers, managing escalations and providing updates during outages or complex issues.
- **Metrics and Reporting**: Track team performance through KPIs such as response time, resolution time, customer satisfaction, and case backlog. Prepare reports for leadership and recommend improvements.
- **Process Improvement**: Continuously evaluate and improve support processes to enhance efficiency and customer satisfaction.
- **Training and Development**: Ensure team members receive adequate training and professional development to keep up with product changes and evolving customer needs.
- **Knowledge Base Management**: Oversee the creation and maintenance of a comprehensive knowledge base for customers and internal teams.

**Qualifications**:

- Bachelor’s degree in Information Technology, Computer Science, or related field.
- 5+ years of experience in technical support, with at least 2 years in a management role.
- Proven experience in customer success, with a focus on technical product support.
- Strong knowledge of software systems, IT infrastructure, and technical troubleshooting methodologies.
- Familiarity with CRM and ticketing tools (e.g., Zendesk, Salesforce).
- Excellent leadership, communication, and customer-facing skills.
- Ability to work under pressure and manage multiple priorities.
- Strong problem-solving skills and a customer-oriented mindset.

**Preferred Skills**:

- Experience in the software industry or IT services.
- Understanding of network architecture and cloud services.
- Familiarity with SQL, APIs, and web-based technologies.
- ITIL certification or other relevant technical certifications.

**Job Types**: Full-time, Permanent

Pay: RM9,324.58 - RM13,035.20 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

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