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    Job Description - Technical Support Manager

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    sarvan shiva
    This job posting is for a Manager of Technical Support who will be responsible for overseeing the application support team that handles incoming technical support tickets. Key responsibilities include managing the support team, providing guidance on support policies, acting as an escalation point during customer crises, and developing strategies to improve support efficiency. The ideal candidate will have strong communication and problem-solving skills, relevant technical experience, and the ability to work well under pressure while leading a team.

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    Job Description - Technical Support Manager

    Uploaded by

    sarvan shiva
    267 views2 pages
    This job posting is for a Manager of Technical Support who will be responsible for overseeing the application support team that handles incoming technical support tickets. Key responsibilities include managing the support team, providing guidance on support policies, acting as an escalation point during customer crises, and developing strategies to improve support efficiency. The ideal candidate will have strong communication and problem-solving skills, relevant technical experience, and the ability to work well under pressure while leading a team.

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    This job posting is for a Manager of Technical Support who will be responsible for overseeing the application support team that handles incoming technical support tickets. Key responsibilities include managing the support team, providing guidance on support policies, acting as an escalation point during customer crises, and developing strategies to improve support efficiency. The ideal candidate will have strong communication and problem-solving skills, relevant technical experience, and the ability to work well under pressure while leading a team.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    267 views2 pages

    Job Description - Technical Support Manager

    Uploaded by

    sarvan shiva
    This job posting is for a Manager of Technical Support who will be responsible for overseeing the application support team that handles incoming technical support tickets. Key responsibilities include managing the support team, providing guidance on support policies, acting as an escalation point during customer crises, and developing strategies to improve support efficiency. The ideal candidate will have strong communication and problem-solving skills, relevant technical experience, and the ability to work well under pressure while leading a team.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    Job Posting Title - Mgr Technical Support

    Job Description Summary


    The Manager Technical Support is accountable for the ongoing support of solutions
    delivered by the Ascendon Product Development Team. This accountability covers five
    areas:
    1. Managing the local Application Support Team that liaises with Services teams to
    administer incoming external tickets, triage issues and ensure correct prioritisation.
    2. Providing clear guidance to the Application Support Team and Services teams on policies
    and priorities for maintenance and on-call support.
    3. Acting as a contact for Services during customer crises.
    4. Creating strategies to improve the efficiency and effectiveness of our support.

    Knowledge, Skills and Abilities 


     Clear and professional communication skills, both oral and written, and interpersonal
    skills
     Demonstrated commitment to understanding and solving customers’ problems from
    both a business and a technical perspective
     A technical background in either a Windows environment or Unix environment, or
    both, is essential
     Intermediate level analytical problem-solving skills are required to diagnose and
    resolve complex and often obscure problems
     Ability to work cooperatively with stakeholders
     Ability to work under pressure with a sense of urgency and inspire your team to do
    the same
     Well developed team leadership and coaching skills
     Ability to work on several problems simultaneously
     Ability to use a personal computer.  Proficiency with Microsoft Office applications.
     Ability to read, write, speak and understand the English language in a business
    environment.

    Preferred
     Ascendon product knowledge is highly desirable
     Relevant industry experience is desirable

    Essential Job Function (Responsibility and % of Time)


     Manage the Application Support Team operations including allocation of work and
    delivery of solutions, recruitment, training, performance management and compensation
    planning- 20%
     Manage the priorities of the individuals within the Application Support Team and
    conduct quarterly and annual reviews with each team member- 15%
     Lead Application Support Team meetings- 5%
     Build positive relationships with Services managers and understand their support
    needs- 10%
     Maintain and execute the team’s upskilling and knowledge transfer plan- 10%
     Provide clear advice on policies and priorities for maintenance and on-call support- 5%
     Promote a culture of continuous improvement and aggressively identify and improve
    wasteful processes and practices- 5%
     Act as an escalation point for product support issues and point of contact for
    Services and account teams during customer crises. - 5%
     Create strategies to improve our support efficiency and effectiveness- 15%
     Ensure the Application Support Team follows the policies for prioritizing tickets- 10%
     Regular and reliable attendance is required- Ongoing
     This job requires domestic and/or international travel up to 5%. Ongoing
     Understands and adheres to CSG Security and Compliance standards as they appear
    in Information Security, Acceptable Use, Code of Conduct, and other corporate policies.
    Keeps abreast of all applicable regulations, laws, and policies as they presently exist and as
    they change or are modified. – Ongoing
     Incumbent is accountable for professional working behavior to include: building and
    maintaining constructive working relationships, implementing proactive and concise
    communication, acting as a resource to colleagues, and engaging in collaborative thinking
    and problem solving while demonstrating CSG’s core competencies and values-. Ongoing

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