Head of Technical Support

hace 4 semanas

Bogotá, Bogotá D.E., Colombia Trustonic A tiempo completo

At Trustonic, we're looking for a seasoned technical support leader to join our team. As the Head of Technical Support, you'll be responsible for leading a team of technical support engineers, fostering an environment for exceptional customer support and value delivery to our clients.

Key Responsibilities:

  • Lead a team of technical support engineers, ensuring they have the necessary skills and knowledge to deliver outstanding customer support.
  • Improve customer service quality and efficiency by analyzing support data, identifying areas for improvement, and implementing changes.
  • Ensure that the technical support team provides the highest level of service, ensuring client confidence and satisfaction.
  • Take ownership of support escalations, ensuring customer resolution, eliminating roadblocks, and empowering accountability for team performance and customer SLAs.
  • Manage escalated tickets and mediate client relations by collaborating with internal teams, including Product Development, Sales, and Customer Success.
  • Proactively work with other managers and executives to develop and implement policies and procedures that improve service levels and efficiencies.
  • Partner with internal teams to enhance efficiency, drive OKRs, and enhance the overall support experience.

Requirements:

  • Hands-on experience with cloud and software platforms, with a depth of technical understanding and knowledge to effectively manage issues and resolution.
  • Experience working with Android OS and Device Management is highly advantageous.
  • Experience supporting critical systems that operate 24x7x365.
  • 5+ years' experience in technical leadership or customer support leadership in the tech or SaaS space.
  • Fluent in English and Spanish (Mandatory Requirement). Portuguese desirable.

About Trustonic:

Trustonic is an equal opportunity employer, committed to empowering, engaging, enabling, and valuing differences between people, including different races, ethnicities, genders, ages, religions, disabilities, and sexual orientations.

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