Position: Technical Support Manager
Company: Voicespin
Category: Support
Experience required: 2y
English level: upper
Published: 2020-10-01T00:00:00+03:00

A leading cloud-based contact centre solution company hiring talented professionals of Middle and Senior levels to build the strong and friendly team . You'll be a part of the core cross-countries company department - Development, and obtain an opportunity of technical and managerial growth in the company.

**Role:**  Technical Support Manager will be responsible for managing a team of Service and Support Specialists, who deal with customer's technical aspects, and provide first class service and post-sale support to VoieceSpin’s providers and customers. Implement processes and procedures that maximise customer support satisfaction.
In order to provide the highest level of support, the Technical Manager will need to develop multidisciplinary working interfaces.
Responsible for the Technical partner's and team's training technical knowledge. Responsible and managing two teams, one in Israel and the second one in Ukraine Reporting to VP Operations.

**Responsibilities:**
Primarily responsible for delivering a high level of customer satisfaction,
Manage the technical service centre according to the SLA and KPI.
Serve as a Team Leader for the Technical support teams in Israel and Ukraine and be in charge to set clear objectives, be on top of service cycle progress. Focus on teamwork, service excellence and ownership for resolving customer issues.
Responsible for online and remote support, telephone/mail support and onsite visits to VoiceSpin customers by the technical team.
Update & maintain clear guidelines for the escalation process.
Present the VoiceSpin customers technical needs inbound to Marketing & R&D groups.
Responsible for the Beta installations.

**Job Requirements:**
Technical management experience in integrated systems support - Advantage
Some technical knowledge in Linux OS, and networking infrastructure like fire walls and routers- Advantage
Proven experience in Service Center Management preferably in the field of VoIP products.
Proven experience coming from midsize – large operations with proven support centre methodologies.
Proven experience in managing service centres B2B.

**We offer:**
International clients and colleagues cooperation
Paid vacations and sick leaves
Flexible working schedule (8−17/9−18/10−19)
Cozy modern office in the city center (5 minutes from m.Zoloty Vorota)
Medical insurance 
Gym and pool
SPD maintenance by the Company
English classes with the native speaker
Active internal office life: club of board games, quiz club etc.